Strategic VP of Capacity Planning & Analytics

Morgan Stanley; Salt Lake City (UT); On-site; USD 150,000 - 230,000; Full time

Job summary

Morgan Stanley is seeking a Vice President of Capacity Planning & Analytics to lead long-range workforce forecasting, staffing, and capacity modeling for our contact center operations. You will partner with multiple departments to translate data into actionable insights that balance client experience with cost efficiency and headcount plans.

The role drives development of forecasting methodologies, performance metrics, and decision-support tools, and leads a team of capacity planning analysts.

Qualifications

• 7+ years of experience in forecasting, workforce planning, analytics, data science, or related quantitative discipline.
• Proven experience leading forecasting and analytics functions within a complex, multi-line environment.
• Strong ability to influence senior stakeholders and drive cross-functional alignment.
• Experience with large data sets and turning data into actionable insights.
• Proficiency in Python, SQL, R, SAS or similar tools.

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 sophisticated 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, forecasting techniques, and advanced analytical methods to solve complex business problems.
• Drive innovation through the use of automation, machine learning, 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 functions to ensure alignment on strategic priorities.

Skills

Forecasting

Workforce planning

Analytics

Leadership

Executive presence

Tools

Python

SQL

R

SAS

Genesys

Power BI

Tableau

MS Office

Job description

Morgan Stanley is seeking a Vice President of Capacity Planning & Analytics to lead long-range workforce forecasting, staffing, and capacity modeling for our contact center operations. You will partner with multiple departments to translate data into actionable insights that balance client experience with cost efficiency and headcount plans.

The role drives development of forecasting methodologies, performance metrics, and decision-support tools, and leads a team of capacity planning analysts.