Strategic Capacity Planning VP & Analytics Leader

Morgan Stanley; Alpharetta (GA); On-site; USD 180,000 - 240,000; Full time

Job summary

Morgan Stanley in Alpharetta seeks a Vice President of Capacity Planning & Analytics to lead long-range workforce planning for contact center operations and to develop advanced analytics capabilities that drive data-driven decisions across lines of business.

The role requires ownership of forecasting, staffing, and capacity models to balance client experience with cost efficiency, while partnering with executives to translate complex data into actionable insights and strategic plans.

Qualifications

• 7+ years of forecasting, workforce planning, analytics, data science, or related quantitative discipline.
• 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.

Responsibilities

• Lead development, execution, and governance of short-, medium-, and long-term demand forecasting models across multiple business lines and contact channels.
• Translate 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 agents across channels/lines of business.
• Monitor forecast accuracy and service level performance, adjusting plans for seasonality and business changes.
• Own capacity, forecasting and 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.
• Deliver insights that support executive decision-making and strategic planning.

Skills

Forecasting

Workforce planning

Analytics

Leadership

SQL

Python

R

Stakeholder management

Data visualization

Tools

Python

SQL

R

SAS

Genesys

Power BI

Tableau

Job description

Morgan Stanley in Alpharetta seeks a Vice President of Capacity Planning & Analytics to lead long-range workforce planning for contact center operations and to develop advanced analytics capabilities that drive data-driven decisions across lines of business.

The role requires ownership of forecasting, staffing, and capacity models to balance client experience with cost efficiency, while partnering with executives to translate complex data into actionable insights and strategic plans.