Director, WFM Planning – Client Care Disputes

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:

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