VP, Capacity Planning & Analytics: Strategic Forecasting Leader

Morgan Stanley; Gilbert (AZ); Presencial; USD 170.000 - 230.000; Jornada completa

Descripción de la vacante

Morgan Stanley is seeking a Vice President of Capacity Planning & Analytics to lead long-range workforce and resource planning for our contact center operations. You will own forecasting, staffing, and capacity models to balance service levels with cost and contractual obligations, partnering with multiple internal departments to drive data-driven decisions.

As a strategic leader, you will develop and refine analytical frameworks, oversee predictive models, and deliver insights for executive

Formación

• 7+ years of experience in forecasting, workforce planning, analytics, data science, or related quantitative disciplines.
• Proven experience leading forecasting and analytical functions within a complex, multi-line-of-business environment.
• Strong executive presence and ability to influence senior stakeholders.
• Experience with large data sets and transforming data into actionable insights.
• Proficiency in Python, SQL, R, SAS, or similar analytics tools.
• Experience with Erlang C/queuing models and BI tools (Genesys, Power BI, Tableau, MS Office).
• Experience modelling multi-skill/blended agent staff across channels and lines of business.
• Strong problem-solving and structured analytical approach.

Responsabilidades

• Lead development 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 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.
• 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.

Conocimientos

Forecasting & workforce planning

Analytics & data science

Leadership & stakeholder influence

Statistical methods

Herramientas

Python

SQL

R

SAS

Genesys

Power BI

Tableau

MS Office

Descripción del empleo

Morgan Stanley is seeking a Vice President of Capacity Planning & Analytics to lead long-range workforce and resource planning for our contact center operations. You will own forecasting, staffing, and capacity models to balance service levels with cost and contractual obligations, partnering with multiple internal departments to drive data-driven decisions.

As a strategic leader, you will develop and refine analytical frameworks, oversee predictive models, and deliver insights for executive