Executive Solutions Workforce Management Director Executive Solutions Workforce Management Director …

Morgan Stanley
in Temple Terrace, FL, United States
Permanent, Full time
Be the first to apply
Morgan Stanley
in Temple Terrace, FL, United States
Permanent, Full time
Be the first to apply
Executive Solutions Workforce Management Director
Virtual Client Solutions Workforce Management Executive Director

Virtual Client Solutions Workforce Management Director (Executive Director level)

Morgan Stanley is a leading global financial services firm providing a wide range of investment banking, securities, investment management and wealth management services. The Firm's employees serve clients worldwide including corporations, governments and individuals from more than 1,200 offices in 43 countries.

As a market leader, the talent and passion of our people is essential to our success. Together, we share a common set of values rooted in integrity, excellence and strong team ethic. Morgan Stanley can provide a best-in-class foundation for building a professional career - a place for people to learn, to achieve, contribute and grow. A philosophy that balances personal lifestyles, perspectives and needs is an important part of our culture.

Department Overview:

Virtual Client Solutions includes multiple client-facing business units, all of which service our clients remotely, through centralized contact center structures.  The two largest businesses include Virtual Advisor and Workplace Solutions Group. 

Virtual Advisor is Morgan Stanley’s wealth management offering for the mass affluent clients.  Virtual Advisor operates out of two US locations and has Financial Advisors and Client Relationship Associates, all of whom work with our clients over the phone – making outbound calls and taking inbound calls.  Our Financial Advisors work with clients to develop goals based-plans to support their overall wealth goals. 

Workplace Solutions Group (WSG) is our stockplan participant servicing organization.  Service Professionals in WSG provide world class service to the plan participants of our 3,000+ corporate clients that are located in 150+ countries.  The WSG team is located across 4 US locations, 2 sites in Canada and 2 in Europe. 

Position Summary:

The Workforce Management Director will be responsible for the overall management of our Workforce Management & Logistics team, owning the entire process of Workforce Management from long-term forecasting through intra-day management, all to meet our aggressive Service level agreements.  The Director is expected to improve call forecasting and develop a workforce scheduling process that drives efficiency and improves nimbleness across all VCS businesses.  This leader will partner closely with MSVA Sales & Service leaders, WSG leaders, the Self-Direct team and our Learning & Development team to ensure plans are appropriate across the organization. 

The ideal candidate will be a self-starter with deep experience in the contact center space, strong leadership skills and the ability to manage across multiple stakeholders.  Additionally, strong analytical skills are required to perform real-time analysis as well as optimization and predictive analytics that will help drive business decisions and planning.  The team utilizes multiple applications, including Genesys and IEX and the Director will be expected to help drive new technology development and adoption for the team.   

Key Responsibilities:

  • Manage Workforce Management & Logistics Associates to ensure team contribution is optimized
  • Own designing an optimized forecasting & scheduling model for all VCS business areas, leveraging artificial intelligence where available
  • Partner with VCS leaders/stakeholders to communicate processes for schedule development and workforce optimization
  • Analyze monthly reports and make recommendations based on trends
  • Provide reporting on absenteeism and schedule deviation while identifying trends and potential resolutions to applicable leaders
  • Review IEX for all historical patterns (Monthly Updates, Shrinkage Calculations, AHT and NCO patterns, Day of Week patterns, Seasonality trends)
  • Escalate contact center interruptions to appropriate Executive Leadership staff in a timely fashion
  • Help business leaders identify volume trends and proactively plan for resource needs; collaborate to project future volume expectations for all upcoming monthly and annual call patterns (Monthly Updates, Marketing Information, New Hire Classes, Shrinkage Calculations, AHT and ADH patterns, Day of Week patterns, Seasonality trends)
  • Ensure team is monitoring call queues, schedules, real time adherence, skilling, service levels, etc to deliver value to the Sales and Service teams
  • Respond to changes in volume in an appropriate way, as outlined by the business
  • Create and review reporting for analysis based on business need
  • Assist the business in developing plans for digital service support (ie chat support and other non-phone volumes)
  • Partner with Executive Leadership team on other initiatives as needed across the organization


  • Bachelor’s degree required, Master’s degree preferred
  • 7-10 years of contact center experience, preferably in a multi-channel environment with at least 500 employees
  • 7+ years of people management experience
  • Knowledge in Automatic Call Distribution (ACD) technology and experience with forecasting / scheduling software, preferably IEX and Genesys
  • Proven ability to develop and execute plans that meet or preferably exceed established service level and efficiency goals
  • Ability and willingness to learn new software applications
  • Highly skilled in complex problem solving, judgment, critical thinking and decision-making
  • Exceptional communication skills (oral and written), organization and attention to detail
  • Ability to multi-task and prioritize workload to meet deadlines
  • Ability to work independently with minimal supervision

Primary Location: Americas-United States of America-Florida-Temple Terrace
Work Locations:
Job: Wealth Management
Organization: Morgan Stanley
Job Posting: Feb 4, 2021
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