Director, AI-Driven Workforce Management

Elevance Health, Inc.; Atlanta (GA); Hybrid; USD 132,000 - 197,000; Full time

Job summary

Elevance Health in Virginia is seeking a Director of Workforce Management Service Experience to provide strategic direction and tactical leadership across the contact centers, driving advanced workforce planning, optimization, and AI-enabled decision making.

You will forecast capacity across channels, apply skills-based routing, manage self-service impact, align budgets, and ensure service levels and compliance while leading hybrid and remote staffing models.

Qualifications

• BS/BA in business, statistics or a related field and a minimum of 5 years’ direct management in workforce management.
• Experience managing workforce performance against contractual guarantees and omnichannel capacity planning.
• Experience with AI/automation in a workforce management function.

Responsibilities

• Directs development and execution of forecasts and capacity plans for a high‑volatility contact center.
• Forecasts and schedules capacity across voice, chat, email, and other channels.
• Applies routing and channel blending to optimize occupancy and service levels.
• Models impact of AI-assisted resolution on volume and handle time.
• Leads flexible scheduling strategies including hybrid/remote staffing and on‑demand coverage.

Skills

Forecasting

Capacity planning

Workforce management

AI/automation

Vendor management

Multichannel scheduling

What-if modeling

Data governance

Stakeholder collaboration

Hybrid/remote staffing

Education

BS/BA in business, statistics or related field

Job description

Elevance Health in Virginia is seeking a Director of Workforce Management Service Experience to provide strategic direction and tactical leadership across the contact centers, driving advanced workforce planning, optimization, and AI-enabled decision making.

You will forecast capacity across channels, apply skills-based routing, manage self-service impact, align budgets, and ensure service levels and compliance while leading hybrid and remote staffing models.