Director AI-Driven Workforce Management & Service Experience

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

Benefits offered by this job

Comprehensive benefits

Equity stock purchase plan

401(k) matching

Job summary

Elevance Health in Indianapolis is seeking a Director of Workforce Management to lead strategic and tactical planning across contact centers. You will forecast capacity, optimize staffing, and drive AI-enabled insights to meet service guarantees and regulatory standards.

The role requires in-office collaboration three days per week with a hybrid/remote model, extensive stakeholder engagement, and proven experience in managing multi-channel, high-velocity environments. Travel may be required.

Qualifications

• BS/BA in business, statistics or a related field.
• Minimum of 5 years of direct management in workforce management with at least 5 years in service center environment.
• Equivalent combination of education and experience may apply.

Responsibilities

• Directs development and execution of forecasts and capacity planning for a high-velocity contact center.
• Forecasts staffing across channels and applies skills-based routing to optimize service levels.
• Leads AI-enabled initiatives and partners with stakeholders to ensure budget adequacy and performance guarantees.
• Manages staffing, vendor coordination, and continuous improvement of WFM processes.

Education

BS/BA in business, statistics or related field

Job description

Elevance Health in Indianapolis is seeking a Director of Workforce Management to lead strategic and tactical planning across contact centers. You will forecast capacity, optimize staffing, and drive AI-enabled insights to meet service guarantees and regulatory standards.

The role requires in-office collaboration three days per week with a hybrid/remote model, extensive stakeholder engagement, and proven experience in managing multi-channel, high-velocity environments. Travel may be required.