Director, AI-Driven Workforce Management

Elevance Health, Inc.; Grand Prairie (TX); Hybrid; USD 132,000 - 197,000; Full time

Job summary

Elevance Health is seeking a Director of Workforce Management Service Experience to lead strategic forecasting, capacity planning, and optimization across its contact centers. The role oversees staffing strategies for voice, chat, email, and other channels, including AI-assisted resolution and self-service impact.

HYbrid work with in-office requirements is expected for collaboration and execution. The position emphasizes governance, risk mitigation, and alignment with client guarantees and

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 leveraging AI/automation technologies within a workforce management function.

Responsibilities

• Directs development and execution of forecasts and capacity planning in a high volatility contact center environment.
• Forecasts and schedules capacity across all service channels (voice, chat, email, messaging).
• Applies skills-based routing and channel-blending to optimize occupancy and service level.
• Leads scenario and what-if modeling for peak periods, disruptions, and business continuity events.
• Hires, trains, coaches, and evaluates performance of direct reports.

Skills

Multitasking complexity handling

Forecasting and capacity planning

AI/Automation awareness

Vendor/BPO management

Strategic workforce management

Education

BS/BA in business or statistics

Tools

AI/Automation technologies

Job description

Elevance Health is seeking a Director of Workforce Management Service Experience to lead strategic forecasting, capacity planning, and optimization across its contact centers. The role oversees staffing strategies for voice, chat, email, and other channels, including AI-assisted resolution and self-service impact.

HYbrid work with in-office requirements is expected for collaboration and execution. The position emphasizes governance, risk mitigation, and alignment with client guarantees and