Director, AI-Driven Workforce Management & Service

Elevance Health, Inc.; Tampa (FL); Hybride; USD 132 000 - 197 000; Plein temps

Avantages offerts par ce poste

Hybrid work model

Market-competitive benefits (401k, etc

Résumé du poste

Elevance Health, Inc. seeks a Director of Workforce Management Service Experience to lead strategic direction in forecasting, capacity planning, and AI-enabled optimization across contact centers. The role emphasizes hybrid/onsite staffing models and strong governance of workforce data.

The ideal candidate will manage complex, multi-channel capacity, align budgets with forecasts, and ensure performance guarantees while driving continuous improvement and adoption of AI-driven tools.

Qualifications

• BS/BA in business, statistics or related field.
• 5+ years direct management in workforce management with service center experience.

Responsabilités

• Directs development and execution of organizational forecasts and capacity planning.
• Forecasts and schedules capacity across all service channels.
• Designs flexible scheduling strategies including hybrid/remote staffing.

Connaissances

Workforce management

Forecasting

Capacity planning

AI/Automation

Formation

BS/BA in business, statistics or related field

5+ years in workforce management

Outils

AI/Automation technologies

Description du poste

Elevance Health, Inc. seeks a Director of Workforce Management Service Experience to lead strategic direction in forecasting, capacity planning, and AI-enabled optimization across contact centers. The role emphasizes hybrid/onsite staffing models and strong governance of workforce data.

The ideal candidate will manage complex, multi-channel capacity, align budgets with forecasts, and ensure performance guarantees while driving continuous improvement and adoption of AI-driven tools.