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Job Description
Job Summary:
Director, WFM Planning: Disputes is the single point of accountability for workforce planning and optimization across the Disputes organization. This role leads forecasting, capacity planning, hiring alignment, real-time workforce orchestration, and workforce optimization to ensure staffing strategies support service, productivity, and business objectives.
The Director will translate demand and business plans into strategic and tactical workforce requirements, assess performance against annual operating plans and outlooks, and develop scenarios for seasonality, training, product launches, and volume changes. The role is accountable for real-time workforce orchestration through the 24/7 AI-Driven Command Center, setting direction and decision priorities to protect service levels and execute timely workforce actions.
Key areas of accountability include:
- Leading strategic and tactical forecasting, capacity planning, and hiring alignment
- Managing production headcount and BPO capacity while providing proactive consultation on non-production headcount
- Owning real-time workforce orchestration through the 24/7 AI-Driven Command Center, including SLA protection and intraday decision-making
- Leading workforce optimization through skilling, routing, workload design, and AI-enabled orchestration
- Serving as the primary WFM partner and member of the Disputes leadership team
- The Director will collaborate regularly with Disputes, WFM, Finance, Strategy and Planning, BPO, Reporting and Insights, Technology, and Command Center leaders.
- This role reports to the Sr. Director, Workforce Management.
Key Responsibilities:
- Lead strategic workforce planning across a 3- to 12-month horizon, partnering with Strategy and Planning and senior Disputes leaders to align demand, capacity, hiring, and business priorities.
- Own tactical workforce planning across a 4- to 8-week horizon, ensuring staffing plans reflect current demand, attrition, shrinkage, training, and operational assumptions.
- Develop scenario models for seasonality, product launches, training events, volume changes, and other business risks or opportunities.
- Maintain accountability for production headcount and BPO capacity, and provide proactive consultation on non-production headcount requirements.
- Review workforce and operational performance against annual operating plans, outlooks, forecasts, and staffing assumptions; identify gaps and recommend corrective action.
- Own real-time workforce orchestration for Disputes through the 24/7 AI-Driven Command Center, including SLA protection, intraday decisions, and use of approved levers such as overtime, BPO capacity, and shrinkage adjustments.
- Direct the 24/7 AI-Driven Command Center on Disputes priorities, required interventions, and escalation decisions; ensure timely execution, operational risk management, and consistent application of approved workforce levers.
- Lead workforce optimization through skilling and routing redesign, workload balancing, risk-based prioritization, and AI-enabled performance orchestration.
- Establish clear workforce decision rights and operating routines in alignment with WFM governance standards and authority matrices.
- Build and develop a high-performing planning team with strong analytical, consulting, operational, and stakeholder-management capabilities.
Visa requires at least 3 days in office, expectations of these days will be confirmed by your Hiring Manager.
Qualifications
Basic Qualifications:
- 10 or more years of work experience with a Bachelor’s Degree or at least 8 years of work experience with an Advanced Degree (e.g., Masters or MBA).
- Extensive experience in Workforce Management, forecasting, capacity planning, contact center operations, or a related discipline.
- Significant experience with enterprise WFM systems and workforce technology, preferably including Genesys Cloud.
- Demonstrated expertise in demand forecasting, staffing models, capacity planning, scheduling, shrinkage, and real-time workforce management.
- Experience managing workforce plans across complex, high-volume, multi-site, or outsourced operations.
- Proven ability to translate data and business strategy into actionable workforce plans and executive recommendations.
- Strong leadership, financial acumen, communication, problem-solving, and cross-functional influence skills.
Preferred Qualifications:
- 12 or more years of experience with a Bachelor’s Degree or 10 or more years of experience with an Advanced Degree.
- Experience leading workforce planning for Disputes, payments, financial services, client service, or other complex transaction-processing operations.
- Experience managing both internal and BPO workforce capacity across multiple locations or regions.
- Experience with enterprise WFM platforms, forecasting tools, routing technologies, workforce analytics, and scenario-modeling capabilities.
- Experience applying AI, automation, or advanced analytics to forecasting, workload orchestration, or workforce optimization.
- Proven record of improving forecast accuracy, staffing alignment, service levels, productivity, and workforce utilization.
Visa is an EEO Employer
Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.
