Director, WFM Planning – Client Care Disputes
Core
Director responsible for workforce planning, optimization, and real-time orchestration for the Disputes organization to ensure staffing strategies support service levels and business objectives.
Role type
Senior IC Workforce Management Director
Builds
Staffing strategies, capacity plans, and real-time workforce actions for the Disputes command center
Domain
Financial services / Payments / Disputes / Workforce Management
Required skills
Workforce planning, demand forecasting, capacity planning, hiring alignment, real-time workforce orchestration, scenario modeling, BPO capacity management, AI-enabled orchestration, skilling and routing design, financial acumen
Preferred skills
Disputes domain experience, payments/financial services experience, managing internal and BPO capacity, AI/automation application, advanced analytics
Technologies
Genesys Cloud, enterprise WFM systems, workforce analytics, AI tools
Responsibilities
Lead strategic workforce planning (3-12 month horizon), own tactical workforce planning (4-8 week horizon), develop scenario models for seasonality and volume changes, manage production headcount and BPO capacity, own real-time workforce orchestration via AI-Driven Command Center, lead workforce optimization through skilling and routing redesign, build and develop a high-performing planning team
Seniority
Director, strategic leadership with hands-on execution
