Director, AI-Driven Workforce Management

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

Job summary

Elevance Health is hiring a Director of Workforce Management Service Experience to lead advanced workforce planning across our contact centers. The role requires in-office presence three days per week with flexibility for commuting distance.

It focuses on directing forecasts, capacity planning, and AI-driven optimization to meet service levels and contractual commitments. The candidate will partner with stakeholders to ensure budgets and staffing align with forecasts, while guiding hybrid and

Qualifications

• BS/BA in business, statistics or related field with 5+ years’ direct management in workforce management.
• Experience with service center, omnichannel capacity planning and vendor/BPO capacity management.
• Experience leveraging AI/automation within WFM is strongly preferred.

Responsibilities

• Directs development and execution of forecasts and capacity planning in a high volatility contact center.
• Forecasts and schedules capacity across voice, chat, email, messaging, and async work.
• Applies routing and channel-blending to optimize occupancy and service level.
• Models impact of self-service and AI-assisted resolution on volume and handle time.
• Leads scenario and what-if modeling for peak periods and disruptions.
• Partners with stakeholders to align budgets with forecasted needs and guarantees.

Skills

Leadership

Forecasting

AI/automation in WFM

Omnichannel planning

Education

BS/BA in business or statistics

Job description

Elevance Health is hiring a Director of Workforce Management Service Experience to lead advanced workforce planning across our contact centers. The role requires in-office presence three days per week with flexibility for commuting distance.

It focuses on directing forecasts, capacity planning, and AI-driven optimization to meet service levels and contractual commitments. The candidate will partner with stakeholders to ensure budgets and staffing align with forecasts, while guiding hybrid and