- Partner with Virtual Client Solutions (VCS) leaders/stakeholders to communicate processes for schedule development and workforce optimization
- Ensure tasks are performed to a consistently high level to deliver value to the VCS Sales and Service teams
- Help business leaders identify contact center metric trends and proactively plan for resource needs
- Review data and WFM platforms 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 - Create and review models and reporting for analysis based on business need
- Respond to changes in contact center metrics in an appropriate way, as outlined by the business
- Partner with Executive Leadership team on other initiatives as needed across the organization
- 3 years of experience as a Workforce Management Analyst or as a Data Analyst in a multi-channel call center environment of at least 150 employees
- Working knowledge of call center forecasting and workforce capacity planning with the ability to analyze data and identify trends
- At least 3 years of experience with forecasting / scheduling software, preferably Genesys, Teleopti and IEX
- Experience working with reporting platforms such as Tableau and Power BI
- Demonstrated experience with effectively managing multiple deliverables and competing priorities
- Experience developing and executing plans that meet or exceed established Service Level and efficiency goals
- Experience communicating effectively with co-workers, management team or other departments while maintaining confidentiality as appropriate
- Knowledge in Automatic Call Distribution (ACD) technology
- Demonstrated ability in the creation of dashboards and reports
- Ability to learn new software applications
- SQL knowledge
- Highly skilled in complex problem solving, judgement, critical thinking and decision-making
- Exceptional communications skills, organization and attention to detail
- Ability to work independently with minimal supervision
-
Human Resources Generalist
1 day ago
Turning Point Centers Sandy, United StatesOverview: · PURPOSE STATEMENT: · Responsible for providing support to the Human Resources Director/Manager with a primary focus on processing and updating employee information, personnel files, record keeping, correspondence and new hire paperwork as well as assisting in the coor ...
-
Senior Software Engineer
1 week ago
NICE Systems, Inc. Sandy, United StatesSenior Software Engineer · Location: Salt Lake City, UT (hybrid) · The Sr. Software Engineer designs, develops, tests and maintains the NICE CXone software platform. Key responsibilities include all tiers of the NICE CXone technology, including (but not limited to) design and dev ...
-
Lead Software Engineer
4 days ago
NICE Systems, Inc. Sandy, United StatesLocation: Salt Lake City, UT (hybrid) · The Lead Software Engineer designs, develops, tests, and maintains the NICE software platform. Key responsibilities include all tiers of the NICE CXone technology, including (but not limited to) design and development of NICE CXone products ...
-
B2B Omni-channel Marketing Manager
1 week ago
Crawford Group Sandy, United StatesCrawford Group ) is seeking a seasoned B2B Omnichannel Marketing Manager for an assignment with our Fintech customer. The person selected for this role will develop the strategy, create plans, and have a hands-on role in implementing the plan to drive higher conversion rates for ...
-
Human Resources Generalist
2 days ago
Turning Point Corporate Office Sandy, United StatesOverview: · PURPOSE STATEMENT: · Responsible for providing support to the Human Resources Director/Manager with a primary focus on processing and updating employee information, personnel files, record keeping, correspondence and new hire paperwork as well as assisting in the co ...
-
B2B Omni-channel Marketing Manager
3 days ago
Crawford Group Sandy, United StatesCrawford Group ) is seeking a seasoned B2B Omnichannel Marketing Manager for an assignment with our Fintech customer. The person selected for this role will develop the strategy, create plans, and have a hands-on role in implementing the plan to drive higher conversion rates for ...
-
Buyer-Sandy
1 week ago
Spectrum Plastics Master Sandy, United StatesJob Details · Job Location · Apollo - Sandy - Sandy, UT · Position Type · Full Time · Education Level · 4 Year Degree · Description · Position Objective: · The primary objective of Buyer is to perform purchasing duties in support of Manufacturing and Engineering Developme ...
-
Senior HR Business Partner
1 day ago
NICE Sandy, United StatesAt NICE, we don't limit our challenges. We challenge our limits. Constantly. We're relentless. We're ambitious. And we make an impact. Our NICErs bring their A game and spend each day turning it into an A+. And if you're like us, we can offer you the kind of challenge that will l ...
-
Senior Water Engineer
1 week ago
Parametrix Sandy, United StatesParametrix, a 100% employee-owned AEC company, is committed to outstanding project work for our Community Building, Environmental, Transportation and Water clients in our local communities. · As a leader in the water industry, we strive to address water challenges through leadin ...
-
HR Business Partner
1 week ago
NICE Sandy, United StatesAt NICE, we don't limit our challenges. We challenge our limits. Constantly. We're relentless. We're ambitious. And we make an impact. Our NICErs bring their A game and spend each day turning it into an A+. And if you're like us, we can offer you the kind of challenge that will l ...
-
Sofware Engineer
4 days ago
NICE Sandy, United StatesAt NICE, we don't limit our challenges. We challenge our limits. Constantly. We're relentless. We're ambitious. And we make an impact. Our NICErs bring their A game and spend each day turning it into an A+. And if you're like us, we can offer you the kind of challenge that will l ...
-
Senior HR Business Partner
1 week ago
NICE Sandy, United StatesAt NICE, we don't limit our challenges. We challenge our limits. Constantly. We're relentless. We're ambitious. And we make an impact. Our NICErs bring their A game and spend each day turning it into an A+. And if you're like us, we can offer you the kind of challenge that will l ...
-
RPE Extrusion Engineer
1 week ago
Spectrum Plastics Group, A DuPont Business Sandy, United StatesPrimary Objective · The RPE Extrusion Engineer operates within the Rapid Prototyping & Engineering group of the research and development department. This individual coordinates with team members, leaders, and customers to create and execute new R&D opportunities using the extrus ...
-
RPE Extrusion Engineer
1 week ago
Spectrum Plastics Master Sandy, United StatesJob Details · Job Location · Apollo - Sandy - Sandy, UT · Position Type · Full Time · Job Shift · Day · Description · Extrusion Engineer - Rapid Prototyping & Engineering · Primary Objective · The Rapid Prototyping & Engineering (RPE) Extrusion Engineer is part of a dynami ...
-
Automation Maintenance M2
1 week ago
BD (Becton, Dickinson and Company) Sandy, United StatesJob Description Summary · Job Description · We are the makers of possible · BD is one of the largest global medical technology companies in the world. Advancing the world of health is our Purpose, and it's no small feat. It takes the imagination and passion of all of us-from desi ...
-
Human Resources Manager
6 days ago
Kane Logistics West Jordan, United States Full timePartners with operations to advise appropriate resolution for associate relations issues. · • Effectively coach leadership in matters relating to people, HR processes, programs and corresponding impact to the business. · • Ability to recommend and create effective counseling or c ...
-
Human Resources Generalist
3 days ago
Turning Point Corporate Office Sandy, United StatesOverview: · PURPOSE STATEMENT: · Responsible for providing support to the Human Resources Director/Manager with a primary focus on processing and updating employee information, personnel files, record keeping, correspondence and new hire paperwork as well as assisting in the coor ...
-
Virtual Client Financial Advisor
1 week ago
Morgan Stanley Sandy, United StatesJoining the Morgan Stanley Virtual Client Solutions (VCS) group provides you with the security of a competitive salary and benefits package, but without the stress of prospecting, cold calling, or soliciting friends & family for business. With Morgan Stanley - VCS you'll have the ...
-
Snack Bar Cashiers and Cooks
1 week ago
Willow Creek Country Club Sandy, United StatesWe are seeking enthusiastic Seasonal Part Time Snack Bar Cashiers and Cooks to join WILLOW CREEK COUNTRY CLUB. This is part time, seasonal positions that will start in May and run through the end of the 2024 golf season (September/October). If after a successful golf season, cont ...
-
Multi-Family Construction Project Coordinator
2 weeks ago
Bach Team LLC Bingham Canyon, United States: About Bach · Founded in 2006, Bach Team is a rapidly growing homebuilder that specializes in both single family homes and multi-family apartment projects. Over the years, they have diversified and expanded adding divisions for an excavation company, Property Management company ...
Virtual Client Solutions Workforce Management - Sandy, UT, United States - Morgan Stanley
Description
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 critical to our success. Together, we share a common set of values rooted in integrity, excellence and strong team ethic. Morgan Stanley can provide a superior foundation for building a professional career - a place for people to learn, to achieve and grow. A philosophy that balances personal lifestyles, perspectives and needs is an important part of our culture.
We are seeking experienced professionals, to work as a Workforce Management Analyst. 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 Analyst is expected to provide analysis, support, and overall relationship management with multiple Business Units. You will also work on consultative projects and/or remediation efforts as outlined by the business.
This role will can be located at one of our following locations: Gilbert, AZ, Sandy, UT or Alpharetta, GA
Primary Responsibilities
It is the policy of the Firm to ensure equal employment opportunity without discrimination or harassment on the basis of race, color, religion, creed, age, sex, sex stereotype, gender, gender identity or expression, transgender, sexual orientation, national origin, citizenship, disability, marital and civil partnership/union status, pregnancy, veteran or military service status, genetic information, or any other characteristic protected by law.
Morgan Stanley is an equal opportunity employer committed to diversifying its workforce (M/F/Disability/Vet).
keywords: WFM, workforce, call center, ACD, IEX, Genesys, analyst, logistics, contact center, schedules, change requests, SLA, operations, service, agents, trends, volume, reporting, forecasting, capacity