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, effectively delegating day-to-day ownership while maintaining oversight-allowing the role to focus on strategic direction, innovation, and enterprise-level workforce planning
Demand Forecasting & Staffing (Financial Services Context)- Partner with business and operations leaders to understand demand drivers including:
- Market volatility and event-driven spikes
- Client lifecycle activity (onboarding, transfers, servicing)
- Regulatory, compliance, and complaint-driven work
- Seasonal call/chat patterns and volume mix shifts
- Design and govern forecasting workflows and operating models, including:
- Future headcount modeling
- Assumptions and labor standards
- Scenario modeling and stress-testing
- Market-event overrides and governance controls
- 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
- Coverage strategies for licensed vs. non-licensed work
- Balancing efficiency with adherence to labor, compliance, and HR policies
- Real - time oversight, forecasting proposals strategies to solve on-demand service obstacles
- Ensure schedules support coverage, adherence, and regulatory consistency, especially during peak or high-risk periods.
Reporting, Analytics & Performance Transparency- Define reporting and analytics requirements across:
- Forecast accuracy and bias
- Staffing vs. plan and capacity utilization
- Schedule adherence, coverage, and shrinkage
- Operational outcomes (e.g., service levels, abandon rates, client wait time)
- Partner and design Power BI-enabled dashboards and operational reporting used by frontline leaders and executives to track initiatives and agent performance
Enablement & Change Management- Drive strategy and enablement for WFM analysts and contact center managers.
- Ensure WFM processes and tools are clearly understood, consistently 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, model strong judgment and ownership.
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 of 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
New Jersey: Salary range for the position: $150,000 and $250,000 per year. The successful candidate may be eligible for an annual discretionary incentive compensation award. The successful candidate may be eligible to participate in the relevant business unit's incentive compensation plan, which also may include a discretionary bonus component. Morgan Stanley offers a full spectrum of benefits, including 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 consistent with state and local law, Parental Leave and X Vacation Days annually), 10 Paid Holidays, 401(k), and Short/Long Term Disability, in addition to other special perks reserved for our employees. Please visit mybenefits.morganstanley.com to learn more about our benefit offerings.
New York: Expected base pay rates for the role will be between $150,000 and $250,000 per year at the commencement of employment. However, base pay if hired will be determined on an individualized basis and is only part of the total compensation package, which, depending on the position, may also include commission earnings, incentive compensation, discretionary bonuses, other short and long-term incentive packages, and other Morgan Stanley sponsored benefit programs.
