Director, AI-Driven Workforce & Service Experience

Elevance Health (Anthem); Indianapolis (IN); Hybrid; USD 120,000 - 180,000; Full time

Job summary

Elevance Health is seeking a Director of Workforce Management- Service Experience to lead strategic direction and tactical leadership for advanced workforce planning across contact centers.

The role emphasizes demand forecasting, capacity planning, and integration of AI-assisted optimization while ensuring service level commitments and regulatory standards are met. Hybrid work with in-office collaboration three days per week is supported, with flexibility as needed.

Qualifications

• BS/BA in business, statistics or related field with 5+ years' direct management in workforce management.
• Minimum 5 years' service center experience.
• Experience in omnichannel capacity planning and vendor/BPO capacity management.
• Ability to manage multiple, complex tasks and projects is strongly preferred.

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.
• Leads scenario and what-if modeling for peak periods, system disruptions, and business continuity events.
• Partners with Elevance Health stakeholders to ensure workforce budgets are in place to meet forecasted customer needs.
• Travels to worksite and other locations as necessary.

Skills

Workforce management

Leadership

Forecasting

Capacity planning

Multichannel experience

Education

BS/BA in business, statistics or related field

Job description

Elevance Health is seeking a Director of Workforce Management- Service Experience to lead strategic direction and tactical leadership for advanced workforce planning across contact centers.

The role emphasizes demand forecasting, capacity planning, and integration of AI-assisted optimization while ensuring service level commitments and regulatory standards are met. Hybrid work with in-office collaboration three days per week is supported, with flexibility as needed.