Director of AI-Driven WFM & Service Experience

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

Job summary

Elevance Health in Virginia seeks a Director Workforce Management Service Experience to lead forecasting, capacity planning, and AI-enabled optimization across contact centers.

You will shape schedules, implement hybrid/remote staffing, and drive performance against service levels and client commitments, while guiding teams through continuous change.

This role requires collaboration with stakeholders and vendors and a proven track record in AI-driven WFM.

Qualifications

• BS/BA in business, statistics or related field with 5+ years’ direct management in workforce management.
• Experience managing workforce performance against contractual guarantees and omnichannel capacity planning.
• Experience leveraging AI/automation technologies within a workforce management function.

Responsibilities

• Directs development and execution of forecasts and capacity planning in a high volatility contact center.
• Forecasts capacity across voice, chat, email, messaging and async work; optimizes staffing.
• Applies skills-based routing and channel-blending to improve occupancy and service levels.
• Models impact of self-service, digital containment, and AI-assisted resolution on volume and handle time.
• Leads scenario and what-if modeling for peak periods and disruptions.
• Partners with stakeholders and vendors to ensure budgets meet forecasted needs and guarantees.

Skills

Workforce management

Forecasting

Capacity planning

Omnichannel experience

AI/automation in WFM

Education

BS/BA in business, statistics or related field

Job description

Elevance Health in Virginia seeks a Director Workforce Management Service Experience to lead forecasting, capacity planning, and AI-enabled optimization across contact centers.

You will shape schedules, implement hybrid/remote staffing, and drive performance against service levels and client commitments, while guiding teams through continuous change.

This role requires collaboration with stakeholders and vendors and a proven track record in AI-driven WFM.