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Workforce Management Logistics Lead - VCS

MORGAN STANLEY

Location: Americas-United States of America-Florida-Temple Terrace, Americas-United States of America-Georgia-Alpharetta, Americas-United States of America-Arizona-Gilbert
Type: Non-Remote
Posted on: September 8, 2022
This job is no longer available from the source.
Refer to Position Description
Assistant Vice President
Submission for the position: Workforce Management Logistics Lead - VCS - (Job Number: 3222851)
https://ms.taleo.net/careersection/jobdetail.ftl?job=3222851&lang=en
Workforce Management Logistics Lead - VCS
Sep 8, 2022
Americas-United States of America-Florida-Temple Terrace
Americas-United States of America-Georgia-Alpharetta, Americas-United States of America-Arizona-Gilbert, Americas-United States of America-Utah-South Jordan, Americas-United States of America-Ohio-Columbus
Wealth Management
Position Summary:
We are seeking an experienced professional, to work as a Workforce Management Logistics Lead. In this role, you will work closely with all teams across the business including multiple Wealth Management teams to provide operational management support in a virtual branch environment. The Workforce Management Logistics Lead is expected to provide analysis, leadership and development for a team of  WFM Logistics Analysts. You will be responsible for the overall relationship management with multiple Business Units. You will also work on consultative projects and/or remediation efforts as outlined by the business.
Responsibilities :
• Partner with  Virtual Client Solutions (VCS) leaders/stakeholders to communicate processes for schedule development and workforce optimization
• Ensure team is performing all tasks to a consistently high level to deliver value to the VCS Sales and Service teams
• Provide guidance and leadership to team of analysts to ensure team contribution is optimized
• Help business leaders identify volume trends and proactively plan for resource needs
• Review IEX for all historical patterns (Monthly Updates, Shrinkage Calculations, AHT and NCO patterns, Day of Week patterns, Seasonality trends)
• Continuous improvement projects, focusing on people and processes
• Partner with internal and external team for new technology implementations
• Perform employee development reviews and create development plans
• Create and review reporting for analysis based on business need.
• Respond to changes in volume in an appropriate way, as outlined by the business
• Partner with Executive Leadership team on other initiatives as needed across the organization
• 5 years managing a WFM team in a multi-channel call center environment, preferably in contact centers with at least 500 employees
• Bachelor’s degree required
• Knowledge in Automatic Call Distribution (ACD) technology and experience with forecasting / scheduling software, preferably IEX and Genesys
• Ability to effectively manage multiple deliverables and competing priorities
• Proven ability to develop and execute plans that meet or preferably exceed established SL and efficiency goals.
• Ability and willingness to learn new software applications
• Highly skilled in complex problem solving, judgement, critical thinking and decision-making
• Exceptional communication skills (oral and written), organization and attention to detail
• Ability to prioritize workload and multi-task to meet deadlines
• Ability to work independently with minimal supervision
• Capable of creating a high performing team
Location(s): Americas-United States of America-Florida-Temple Terrace