Director, AI-Driven Workforce Management & Experience

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

Job summary

Elevance Health, Inc. seeks a Director of Workforce Management Service Experience to steer forecasting, capacity planning, and optimization across its contact centers. The role emphasizes AI-assisted workflows, multi-channel scheduling, and governance of workforce data to meet service guarantees.

The position requires at least 5 years' management in WFM, with familiarity in hybrid/onsite staffing and vendor coordination. Location is Virginia with in-office requirements and occasional travel.

Qualifications

• BS/BA in business, statistics or a related field with at least 5 years' direct management in workforce management and service center experience.

Responsibilities

• Directs development and execution of organizational forecasts and capacity planning in a high volatility contact center environment.
• Forecasts and schedules capacity across voice, chat, email, messaging, and asynchronous work.
• Applies skills-based routing and channel-blending strategies to optimize occupancy and service level.
• Models impact of self-service, digital containment, and AI-assisted resolution on contact volume and handle time.
• Leads scenario and what-if modeling for peak periods and disruptions.
• Ensures staffing plans meet client performance guarantees and regulatory service standards.

Skills

Forecasting

Workforce management

Hybrid/Remote staffing

AI/Automation

Vendor management

Education

BS/BA in business or related field

Job description

Elevance Health, Inc. seeks a Director of Workforce Management Service Experience to steer forecasting, capacity planning, and optimization across its contact centers. The role emphasizes AI-assisted workflows, multi-channel scheduling, and governance of workforce data to meet service guarantees.

The position requires at least 5 years' management in WFM, with familiarity in hybrid/onsite staffing and vendor coordination. Location is Virginia with in-office requirements and occasional travel.