Workforce Management, ED

This role owns the end-to-end Workforce Management (WFM) functional lifecycle for a regulated financial services contact center, spanning demand forecasting, capacity planning, staffing strategy, and schedule generation. The position leads, manages, and develops a team of 20+ WFM professionals, fostering a high-performance culture grounded in accountability, continuous improvement, and talent development. In partnership with senior business leaders, operations, product, technology, learning and development, and analytics teams, the role provides extensive reporting and data-driven insights that inform strategic decision-making, optimize resource utilization, and drive service excellence. Supporting 10+ business units across both phone and digital (chat) channels, this role is responsible for aligning workforce strategies to evolving client demand, business priorities, and regulatory requirements. The position ensures service level commitments, compliance obligations, and client experience outcomes are consistently achieved—particularly during periods of market volatility, business growth, and operational transformation. Additionally, the role drives standardization of WFM practices, enhances forecasting accuracy, and continuously improves scheduling efficiency through advanced analytics, tooling, and process optimization. Key Responsibilities Contact Center WFM Strategy & Ownership Own the end-to-end WFM lifecycle (forecasting, staffing, agent performance reporting, scheduling) for a high-volume, multi-skill financial services contact center. Ensure WFM strategies support client service commitments, regulatory requirements, and operational risk management and employee satisfaction. Build a strong leadership bench by enabling, training, and empowering direct leaders and teams to execute core WFM functions. Demand Forecasting & Staffing (Financial Services Context) Partner with business and operations leaders to understand demand drivers including market volatility, client lifecycle activity, regulatory compliance, and seasonal patterns. Design and govern forecasting workflows and operating models, including headcount modeling, assumptions, labor standards, scenario modeling, and market-event overrides. Deliver defensible, audit-ready demand forecasts and staffing plans that support service levels, speed of answer, and client experience. Scheduling & Capacity Optimization Lead design and optimization of Genesys scheduling constructs, including rules, templates, shifts, skill-based routing, and optimization constraints. Ensure schedules support coverage, adherence, and regulatory consistency, especially during peak or high-risk periods. Reporting, Analytics & Performance Transparency Define reporting and analytics requirements for forecast accuracy, staffing vs. plan, capacity utilization, schedule adherence, coverage, shrinkage, and operational outcomes. Partner with BI teams to design Power BI-enabled dashboards and operational reporting for leaders and executives. Enablement & Change Management Drive strategy and enablement for WFM analysts and contact center managers. Ensure WFM processes and tools are consistently understood, applied, and adopted at scale. Operate within Agile delivery models, supporting structured change management in a regulated setting. Leadership, Influence & Thought Partnership Serve as a strategic advisor to business and operations leaders, challenging legacy models and influencing decisions with data and insight. Bring forward best practices in financial‑services WFM, including preparation for market events and growth surges. Provide strategic direction, mentoring, and development to WFM team members, modeling strong judgment and ownership. Qualifications Required Qualifications 10+ years delivering Workforce Management solutions in contact center environments, with deep expertise in forecasting, staffing, and scheduling. 8+ years working with enterprise WFM scheduling constructs (rules, templates, shifts, optimization constraints). 8+ years hands‑on experience with Genesys WFM in a complex, multi-skill environment. 8+ years demonstrating strong stakeholder leadership, including executive-level communication and decision facilitation. 5+ years working in Agile environments, with demonstrated change‑management capability. 5+ years of analytical problem‑solving experience delivering scalable, risk‑aware solutions. 5+ years demonstrating a growth mindset and developing others. 5+ years leading and managing multi-dimensional teams. Bachelor’s degree or equivalent combination of education, training, and experience. Preferred Qualifications (Strong Financial Services Alignment) Experience supporting brokerage, wealth management, or bank‑affiliated contact centers. Experience with Power BI, Tableau, or Alteryx, and strong collaboration with BI teams. Exposure to AI‑enabled WFM, automation, or digital employee experience platforms. Experience operating in large, matrixed financial institutions. Proven leadership of WFM strategy in high‑growth or high‑volatility environments. Education Bachelor’s degree or equivalent combination of education, training, and professional experience. Benefits Base salary: $150,000 - $250,000 per year (New Jersey and New York). Potential bonus and incentive compensation, including discretionary bonuses and incentive plans. Comprehensive benefits package: Medical, Prescription Drug, Dental, Vision, Health Savings Account, Dependent Day Care Savings Account, Life Insurance, Disability, and other insurance plans. Paid Time Off, including Sick Leave, Parental Leave, and vacation days; 10 paid holidays. 401(k) retirement plan with company match and Short/Long Term Disability coverage. Additional perks such as educational assistance and employee assistance programs. Morgan Stanley is an equal opportunity employer committed to building and maintaining a workforce that is diverse in experience and background. Our recruiting efforts reflect our strong commitment to a culture of inclusion, where individuals are hired, developed, and advanced based on their skills and talents. For more information, please visit: #J-18808-Ljbffr Morgan Stanley