Director, Hybrid Workforce Management & Service Experience

Elevance Health; Grand Prairie (TX); Hybrid; USD 132,000 - 197,000; Full time

Benefits offered by this job

Comprehensive benefits package

Equity stock purchase program

401(k) contribution

Job summary

Elevance Health is seeking a Director of Workforce Management Service Experience in a hybrid role, focused on strategic and tactical leadership for workforce planning across contact centers. The role emphasizes AI-driven optimization, budgeting, and governance to meet service levels and regulatory standards.

You will lead forecasting, capacity planning, and cross-channel scheduling, collaborating with stakeholders and vendors to ensure effective workforce solutions and continuous improvement in

Qualifications

• BS/BA in business, statistics or a related field.
• Minimum 5 years’ direct management in workforce management including service center experience.

Responsibilities

• Directs development and execution of forecasts and capacity planning in a high volatility contact center.
• Forecasts and schedules capacity across multiple service channels (voice, chat, email, messaging).
• Applies skills-based routing and channel-blending to optimize occupancy and service levels.
• Models impact of AI-assisted resolution on contact volume and handle time.
• Leads scenario and what-if modeling for peak periods and disruptions.
• Partners with stakeholders to ensure budgets meet forecasted customer needs and contractual commitments.

Skills

Workforce management

Leadership

Forecasting

Capacity planning

AI/Automation

Education

BS/BA in business or related field

Tools

Forecasting software

AI/Automation tools

Job description

Elevance Health is seeking a Director of Workforce Management Service Experience in a hybrid role, focused on strategic and tactical leadership for workforce planning across contact centers. The role emphasizes AI-driven optimization, budgeting, and governance to meet service levels and regulatory standards.

You will lead forecasting, capacity planning, and cross-channel scheduling, collaborating with stakeholders and vendors to ensure effective workforce solutions and continuous improvement in