Strategic Capacity Planning & Analytics Lead

Morgan Stanley; Gilbert (AZ); On-site; USD 150,000 - 240,000; Full time

Job summary

Morgan Stanley in the United States seeks a Vice President of Capacity Planning & Analytics to lead long-range workforce planning for contact center operations. You will own forecasting, staffing, and capacity models to balance client experience, cost, and headcount across multiple lines of business.

The role reports to an Executive Director and partners with senior leaders to translate data into actionable insights, develop advanced analytics capabilities, and drive continuous improvement in

Qualifications

• 7+ years of experience in forecasting, workforce planning, analytics, or related quantitative disciplines.
• Proven experience leading forecasting and analytical functions within a complex, multi-line-of-business environment.
• Demonstrated success developing demand forecasts, staffing models, and strategic workforce planning methodologies.
• Strong executive presence with the ability to influence senior stakeholders and drive cross-functional alignment.
• Experience working with large, complex data sets and transforming data into actionable business insights.
• Strong knowledge of programming and analytics tools such as Python, SQL, R, SAS, or similar technologies.
• Experience with Erlang C/queuing models and BI tools (Genesys, Power BI, Tableau, MS Office).
• Experience modelling multi-skill/blended agent staff across channels (chat/back office work) and lines of business
• Demonstrated ability to solve complex business challenges through structured analytical approaches.

Responsibilities

• Lead the development, execution, and governance of short-, medium-, and long-term demand forecasting models across multiple business lines and contact channels.
• Translate business forecasts into staffing and capacity plans that align service, productivity, financial, and growth objectives.
• Build forecasting models for volume, AHT, shrinkage, attrition and occupancy to inform hiring and scheduling.
• Develop scenario-based forecasting models to assess operational, financial, and headcount impacts under varying business conditions.
• Build cross-skill and blended workforce models to optimize staffing for agent supporting multiple channels/lines of business.
• Monitor forecast accuracy and service level performance, adjusting plans for seasonality, promotions, call driving events and business change.
• Build scenario and what-if models to support leadership risk assessment.
• Own capacity, forecasting and operational effectiveness reporting for key stakeholders.
• Evaluate WFM and Ai tools and drive continuous process improvement.
• Lead the headcount planning process and present recommendations to senior leadership.
• Lead and develop capacity planning analysts.
• Leverage analytical techniques to identify trends, opportunities, and risks that impact workforce and business performance.
• Deliver actionable insights that support executive decision-making and strategic planning.
• Establish analytical frameworks and performance metrics that measure operational effectiveness, capacity utilization, and client experience outcomes.
• Utilize large and complex data sets from multiple sources to develop predictive and prescriptive analytics solutions.
• Apply statistical modeling and forecasting techniques to solve complex business problems.
• Drive innovation through automation, ML, and emerging analytics technologies where applicable.
• Ensure analytical integrity, data quality, and governance standards across forecasting and reporting processes.
• Serve as a trusted advisor to executive leadership on forecasting assumptions, capacity strategies, staffing implications, and business performance.
• Foster a culture of continuous improvement, analytical rigor, and data-driven decision making.
• Collaborate across Operations, Finance, Technology, Risk, and Business Management to align on strategic priorities.

Skills

Forecasting

Workforce planning

Analytics

Executive presence

Stakeholder influence

Problem solving

Tools

Python

SQL

R

SAS

Power BI

Tableau

MS Office

Job description

Morgan Stanley in the United States seeks a Vice President of Capacity Planning & Analytics to lead long-range workforce planning for contact center operations. You will own forecasting, staffing, and capacity models to balance client experience, cost, and headcount across multiple lines of business.

The role reports to an Executive Director and partners with senior leaders to translate data into actionable insights, develop advanced analytics capabilities, and drive continuous improvement in