Director, AI-Powered Workforce Management

Elevance Health, Inc.

Nashville (TN)

Hybrid

USD 132,000 - 197,000

Full time

14 days+

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Benefits offered by this job

Benefits package

Equity stock purchase plan

401k contribution

Job summary

Elevance Health seeks a Director of Workforce Management Service Experience to steer strategic and tactical efforts across its contact centers. You will drive advanced workforce planning, optimization, and governance to meet forecasted demand and contractual commitments.

You will lead scenario modeling, cross-channel capacity planning, and AI-enabled scheduling, ensuring service levels, speed-to-answer, and regulatory compliance while balancing associate engagement and retention.

Qualifications

BS/BA in business, statistics or related field with 5+ years in workforce management and direct management experience.
Experience with service centers, multichannel capacity planning and performance management.
Experience leveraging AI/automation in workforce management.

Responsibilities

Directs development and execution of forecasts and capacity planning for a high volatility contact center.
Forecasts and schedules capacity across voice, chat, email, messaging, and asynchronous work.
Applies skills-based routing and channel-blending to optimize occupancy and service levels.
Leads AI-enabled scheduling, intraday management, and continuous improvement initiatives.
Partners with stakeholders to align budgets with forecasted needs and contractual commitments.
Leads change management and governance for workforce data and assumptions.