Director, WFM Planning - Client Care Disputes

About the role

The Director, WFM Planning: Disputes is the single point of accountability for workforce planning and optimization across the Disputes organization. The role leads forecasting, capacity planning, hiring alignment, real-time workforce orchestration and workforce optimization so that staffing strategies support service, productivity and business objectives. It reports to the Sr. Director, Workforce Management.

Key responsibilities

• Lead strategic workforce planning over a 3- to 12-month horizon and tactical planning over a 4- to 8-week horizon, aligned with demand, capacity, hiring, attrition, shrinkage and training needs.
• 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 advise on non-production headcount.
• Review performance against annual operating plans and outlooks, identify gaps and recommend corrective action.
• Own real-time workforce orchestration 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.
• Lead workforce optimization through skilling, routing redesign, workload balancing, risk-based prioritization and AI-enabled orchestration.
• Establish workforce decision rights and operating routines in line with WFM governance standards, and build a high-performing planning team.
• Collaborate regularly with Disputes, WFM, Finance, Strategy and Planning, BPO, Reporting and Insights, Technology and Command Center leaders.

Required profile

• 10+ years of experience with a Bachelor's degree, or at least 8 years with an Advanced Degree (Masters or MBA).
• Preferred: 12+ years with a Bachelor's degree or 10+ years with an Advanced Degree.
• Experience managing workforce plans across complex, high-volume, multi-site or outsourced operations.
• Proven ability to turn data and business strategy into actionable workforce plans and executive recommendations.

Required skills

• Workforce management, forecasting, capacity planning and contact center operations.
• Enterprise WFM systems and workforce technology, preferably Genesys Cloud.
• Demand forecasting, staffing models, scheduling, shrinkage and real-time workforce management.
• Preferred: experience with routing technologies, workforce analytics, scenario modeling, and AI or advanced analytics applied to forecasting and optimization.