# Director, WFM Planning: Disputes

**Company**: Visa
**Location**: Bogota, CO
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: full-time
**Category**: Operations
**Industry**: Finance

**Apply**: https://visa.wd5.myworkdayjobs.com/en-US/Visa/job/CO---Bogota-Colombia/Director--WFM-Planning---Client-Care-Disputes_REF090051W?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/job/director-wfm-planning-disputes-25829c35-bea/

## Description

Visa is seeking a Director, WFM Planning: Disputes to lead workforce planning and optimization across the Disputes organization.

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.

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

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.

Visa requires at least 3 days in office, expectations of these days will be confirmed by your Hiring Manager.

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## Skills

### Required
- Workforce Management
- forecasting
- capacity planning
- contact center operations
- Genesys Cloud

### Nice to have
- AI
- automation
- advanced analytics
- scenario-modeling capabilities

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Source: [Apply at visa.wd5.myworkdayjobs.com](https://visa.wd5.myworkdayjobs.com/en-US/Visa/job/CO---Bogota-Colombia/Director--WFM-Planning---Client-Care-Disputes_REF090051W?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)