Director, AI-Driven Workforce Management (Hybrid)

The Elevance Health Companies, Inc.; Indianapolis (IN); Hybrid; USD 132,000 - 197,000; Full time

Benefits offered by this job

Comprehensive benefits package

Equity stock purchase plan

401(k) contribution

Job summary

Elevance Health is seeking a Director Workforce Management-Service Experience to lead forecasting and capacity planning across our contact centers, using AI-enabled optimization and cross-functional collaboration to meet service commitments.

The role emphasizes hybrid in-office and remote work, with responsibilities spanning intraday management, staffing, and governance of data and forecasts. Requires a BS/BA and 5+ years in workforce management.

Qualifications

• BS/BA in business, statistics or a related field; minimum 5 years’ direct management in workforce management
• Minimum 5 years’ service center experience; strong background in workforce planning, capacity and performance management

Responsibilities

• Directs development and execution of organizational forecasts and capacity planning across a high volatility contact center environment.
• Forecasts and schedules capacity across all service channels (voice, chat, email, messaging, and async work).
• Applies skills-based routing and channel-blending to optimize occupancy and service levels.
• 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, disruptions, and business continuity.
• Leads governance of workforce data and enterprise forecasts; guides AI adoption in operations.

Skills

Forecasting & capacity planning

Workforce management

Cross-functional collaboration

Education

BS/BA in business, statistics or related field

Job description

Elevance Health is seeking a Director Workforce Management-Service Experience to lead forecasting and capacity planning across our contact centers, using AI-enabled optimization and cross-functional collaboration to meet service commitments.

The role emphasizes hybrid in-office and remote work, with responsibilities spanning intraday management, staffing, and governance of data and forecasts. Requires a BS/BA and 5+ years in workforce management.