VP, Capacity Planning & Analytics

Morgan Stanley

. Lead long-, medium-, and short-term demand forecasting models across multiple business lines and contact channels .

Posted 9/17/2026full-timeTampa • Arizona • United StatesLeadWebsite

Core Competencies

Role fit

Core Competencies

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Expertise in demand forecasting, workforce planning, and analytics, with a strong focus on translating complex data into actionable insights for strategic decision-making. Proven ability to lead teams and develop capacity planning models that align with business objectives and enhance operational effectiveness.

Highest-signal resume keywords

Forecasting Models DevelopmentWorkforce PlanningStatistical ModelingData AnalysisTeam Leadership

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Demand ForecastingCapacity PlanningStatistical Forecasting MethodsErlang C ModelsPythonSQLRSASMachine LearningAnalytical Techniques

Soft Skills

Strategic ThinkingProblem-SolvingCritical ThinkingInfluencing StakeholdersBusiness Acumen

Tools & Technologies

GenesysPower BITableauMS OfficeAI Tools

Industry Keywords

Workforce ManagementOperational EffectivenessCross-Functional CollaborationData GovernanceClient Experience

Tech Stack

Tools & technologies

ErlangPythonSQLTableau

About the role

Key responsibilities & impact

Lead long-, medium-, and short-term demand forecasting models across multiple business lines and contact channels
Translate business forecasts into staffing and capacity plans aligned with service, productivity, financial, and growth objectives
Build forecasting models for volume, AHT, shrinkage, attrition, and occupancy
Develop scenario-based forecasting and what-if models to assess operational, financial, and headcount impacts
Build cross-skill and blended workforce models across channels and lines of business
Monitor forecast accuracy and service-level performance, adjusting for seasonality, promotions, call-driving events, and business changes
Own capacity, forecasting, and operational-effectiveness reporting for key stakeholders
Evaluate WFM and AI tools and drive continuous process improvement
Lead headcount planning and present recommendations to senior leadership
Lead and develop capacity planning analysts
Use advanced analytical techniques and complex data sets to identify trends, opportunities, and risks
Deliver actionable insights for executive decision-making and strategic planning
Establish analytical frameworks and performance metrics for operational effectiveness, capacity utilization, and client experience
Apply statistical modeling, forecasting techniques, automation, machine learning, and emerging analytics technologies
Ensure analytical integrity, data quality, and governance across forecasting and reporting
Advise executive leadership on forecasting assumptions, capacity strategies, staffing implications, and business performance
Collaborate with Operations, Finance, Technology, Risk, and Business Management
Report to an Executive Director

Requirements

What you’ll need

7+ years of experience in forecasting, workforce planning, analytics, data science, operations research, or a related quantitative discipline
Proven experience leading forecasting and analytical functions within a complex, multi-line-of-business environment
Demonstrated success developing demand forecasts, staffing models, and strategic workforce planning methodologies
Strong executive presence with the ability to influence senior stakeholders and drive cross-functional alignment
Experience working with large, complex data sets and transforming data into actionable business insights
Strong knowledge of programming and analytics tools such as Python, SQL, R, SAS, or similar technologies
Experience with statistical forecasting methods, Erlang C/queuing models, chat concurrency models, and BI tools including Genesys, Power BI, Tableau, and MS Office
Experience modelling multi-skill/blended agent staff across channels and lines of business
Demonstrated ability to solve complex business challenges through structured analytical approaches
Strategic thinking and strong business acumen
Exceptional problem-solving and critical-thinking skills
Ability to balance client experience, operational performance, cost efficiency, and workforce investment decisions
Proven track record of leading teams, developing talent, and delivering measurable business outcomes

Benefits

Comp & perks

Comprehensive employee benefits and perks
Support for employees and their families throughout their work-life journey
Opportunities for internal mobility across the business
Diversity and inclusion initiatives