Analyst - Workforce Management Analyst (Wealth Management)

WFM Analyst

Position Summary

The Workforce Management (WFM) Analyst is responsible for the dynamic management and optimization of the call center workforce across multiple sites, ensuring service levels and productivity metrics are met. This role involves monitoring real-time metrics (such as ASA, AHT, and agent adherence), enacting threshold procedures, and collaborating with business partners to enhance resource utilization and service. The WFM Analyst will manage and utilize WFM applications, administer communication channels, and generate reports using tools like Power BI and Excel. They will also coordinate with technology teams for real-time tracking and communication of critical events, supporting business continuity, and providing updates to leadership. This role position will provide support to both the Real-Time Workforce Management team as well as the Reporting, Planning, and Analysis team and analysts will need to be flexible based on their given assignment.

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JOB RESPONSIBILITIES:

• Dynamically manage call center workforce for activities across a network of multiple sites
• Monitor service levels, calls in Q, agent adherence, agent skills Etc
• Enact documented procedures at threshold breaches
• Analyze real-time call center metrics (ASA, AHT, Productivity and Volume to determine patterns/trends)
• Perform schedule updates and optimization in WFM applications (Genesys Cloud, Teleopti)
• Collaborate on short term forecast generation in WFM applications
• Collaborate with key business partners to identify opportunities for improvement of resource utilization and service levels
• Administration and Utilization of WFM applications
• Monitoring of WFM communication channels (outlook, Teams, Salesforce Cases)
• Report Generation and Administration (Excel / Power BI)
• Maintain proper communication channels regarding events that impact multiple call centers
• Partner with the technology team for the real-time tracking and communication of system outages
• Communicate BCP events to multiple departments to ensure the continuous operations of critical business units occur
• Publish regular updates and reports for Senior Leadership
• Perform other duties as requested by Management

Qualifications & Preferred Skills:

• BS/BA Degree and/or equivalent combination of education and experience required
• 1-3 years' experience in a call center environment required
• Prior WFM experience a strong plus
• Prior experience using Genesys Cloud a strong plus
• Knowledge of databases and analytics
• Strong business, operational, and procedural knowledge of a call center
• Proficiency with MS Office applications (Excel / Powerpoint/Teams / Etc...)
• Strong analytical skills
• Strong written and verbal communication skills

Morgan Stanley is an equal opportunities employer. We work to provide a supportive and inclusive environment where all individuals can maximise their full potential. Our skilled and creative workforce is comprised of individuals drawn from a broad cross section of the global communities in which we operate and who reflect a variety of backgrounds, talents, perspectives and experiences. Our strong commitment to a culture of inclusion is evident through our constant focus on recruiting, developing and advancing individuals based on their skills and talents