Director, AI-Driven WFM & Multichannel Service

The Elevance Health Companies, Inc.; Indianapolis (IN); Hybrid; USD 132,000 - 197,000; Full time

Benefits offered by this job

Comprehensive benefits

Incentive programs

Equity stock purchase

Job summary

Elevance Health is seeking a Director of Workforce Management with a strong background in forecasting, capacity planning, and multichannel operations. The role emphasizes AI-enabled optimization and vendor collaboration to meet service commitments.

The position involves leading hybrid and on-site teams, driving integrated workforce support, and ensuring governance of workforce data to sustain performance while managing client guarantees.

Qualifications

• BS/BA in business, statistics or a related field with a minimum of 5 years’ direct management in workforce management.
• Experience in service center environment and multichannel forecasting.

Responsibilities

• Directs development and execution of forecasts and capacity planning for a high volatility contact center.
• Forecasts capacity across all service channels including voice, chat, email, and messaging.
• Applies skills-based routing and channel-blending to optimize occupancy and service level.
• Models impact of self-service and AI-assisted resolution on contact volume and handle time.
• Designs flexible scheduling, including hybrid and remote staffing models, to balance service levels with engagement.
• Leads scenario and what-if modeling for peak periods and disruptions.
• Presents proactive analyses and strategic recommendations for performance improvements.

Skills

Forecasting

Capacity planning

Workforce management

AI/Automation

Strategic analytics

Education

BS/BA in business or related field

Job description

Elevance Health is seeking a Director of Workforce Management with a strong background in forecasting, capacity planning, and multichannel operations. The role emphasizes AI-enabled optimization and vendor collaboration to meet service commitments.

The position involves leading hybrid and on-site teams, driving integrated workforce support, and ensuring governance of workforce data to sustain performance while managing client guarantees.