Director, AI-Driven WFM & Service Experience

Elevance Health, Inc.; St. Louis (MO); Hybrid; USD 132,000 - 197,000; Full time

Job summary

Elevance Health, Inc. seeks a Director Workforce Management Service Experience to lead strategic direction and tactical execution of advanced workforce planning across contact centers.

You will drive forecasts, capacity planning, and staffing models for multi-channel service delivery in a hybrid office/remote setting. You'll partner with stakeholders to ensure budgets, performance guarantees, and compliance, while guiding AI-enabled insights and automation to improve efficiency and

Qualifications

• BS/BA in business, statistics or a related field required.
• Minimum of 5 years’ direct management in workforce management or contact centers.
• Experience with multi-channel forecasting and scheduling.

Responsibilities

• Directs development and execution of forecasts and capacity planning for a high volatility contact center.
• Forecasts and schedules capacity across voice, chat, email, messaging, and async work.
• Applies skills-based routing and channel-blending strategies to optimize occupancy and service levels.
• Models impact of self-service, digital containment, and AI-assisted resolution on volume and handle time.
• Partners with stakeholders to align workforce budgets with forecasted needs and commitments.
• Leads scenario and what-if modeling for peak periods and business continuity events.

Skills

Multitasking management

Performance management

AI/Automation in WFM

Vendor/BPO capacity management

Education

BS/BA in business, statistics or related field

Tools

AI/Automation tools

WFM systems

Job description

Elevance Health, Inc. seeks a Director Workforce Management Service Experience to lead strategic direction and tactical execution of advanced workforce planning across contact centers.

You will drive forecasts, capacity planning, and staffing models for multi-channel service delivery in a hybrid office/remote setting. You'll partner with stakeholders to ensure budgets, performance guarantees, and compliance, while guiding AI-enabled insights and automation to improve efficiency and