# Director, WFM Planning – Client Care Disputes at Visa

Visa is hiring a Director, WFM Planning – Client Care Disputes in Bogotá, Colombia. Level rates it Little AI ●○○○; you can [apply on Visa](https://jobsbylevel.com/go/52073b80-592b-431a-ba91-538f7108638f?utm_medium=ai-agent).

AI Level 1, AI centrality 24 out of 100. CO - Bogota, Colombia.

## Details

- Company: [Visa](https://jobsbylevel.com/companies/visa)
- AI level: AI Level 1 (score 24 out of 100)
- Location: CO - Bogota, Colombia
- Posted: November 4, 2026
- Apply: https://jobsbylevel.com/go/52073b80-592b-431a-ba91-538f7108638f?utm_medium=ai-agent
- Free CV review for this job: https://jobsbylevel.com/cv-review?job=director-wfm-planning-client-care-disputes-at-visa-3d8e9c

## Description

About Us Visa is a world leader in payments technology, facilitating transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories, dedicated to uplifting everyone, everywhere by being the best way to pay and be paid. At Visa, you'll have the opportunity to create impact at scale — tackling meaningful challenges, growing your skills and seeing your contributions impact lives around the world. Join Visa and do work that matters – to you, to your community, and to the world. Progress starts with you. 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

The description is cut here. Read the full offer: https://jobsbylevel.com/jobs/director-wfm-planning-client-care-disputes-at-visa-3d8e9c

Source: https://jobsbylevel.com/jobs/director-wfm-planning-client-care-disputes-at-visa-3d8e9c

## Cite this page

Level. https://jobsbylevel.com/jobs/director-wfm-planning-client-care-disputes-at-visa-3d8e9c.

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