Director Workforce Management-Service Experience

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

Benefits offered by this job

Comprehensive benefits package

Equity stock purchase plan

401(k) contribution

Job summary

Elevance Health is seeking a Director Workforce Management-Service Experience to lead forecasting and capacity planning across our contact centers, using AI-enabled optimization and cross-functional collaboration to meet service commitments.

The role emphasizes hybrid in-office and remote work, with responsibilities spanning intraday management, staffing, and governance of data and forecasts. Requires a BS/BA and 5+ years in workforce management.

Qualifications

• BS/BA in business, statistics or a related field; minimum 5 years’ direct management in workforce management
• Minimum 5 years’ service center experience; strong background in workforce planning, capacity and performance management

Responsibilities

• Directs development and execution of organizational forecasts and capacity planning across a high volatility contact center environment.
• Forecasts and schedules capacity across all service channels (voice, chat, email, messaging, and async work).
• Applies skills-based routing and channel-blending to optimize occupancy and service levels.
• Models impact of self-service, digital containment, and AI-assisted resolution on contact volume and handle time.
• Leads scenario and what-if modeling for peak periods, disruptions, and business continuity.
• Leads governance of workforce data and enterprise forecasts; guides AI adoption in operations.

Skills

Forecasting & capacity planning

Workforce management

Cross-functional collaboration

Education

BS/BA in business, statistics or related field

Job description

Director Workforce Management-Service Experience

Location: This role requires associates to be in-office 3 days per week, fostering collaboration and connectivity, while providing flexibility to support productivity and work-life balance. This approach combines structured office engagement with the autonomy of virtual work, promoting a dynamic and adaptable workplace. Alternate locations may be considered if candidates reside within a commuting distance from an office. Please note that per our policy on hybrid/virtual work, candidates not within a reasonable commuting distance from the posting location(s) will not be considered for employment, unless an accommodation is granted as required by law

The Director Workforce Management Service Experience is responsible for strategic direction and tactical leadership within Workforce Management to initiate, implement and effectively manage advanced workforce planning, optimization practices and methodology across Elevance Health Contact Centers. Primary duties may include, but are not limited to: Directs development and execution of organizational forecasts and capacity planning in a high volatility contact center environment, accounting for unpredictable, real-time fluctuations in call volume, arrival patterns, and intraday demand. Distinguishes call center workforce planning from more stable, backlog-driven claims inventory management. Forecasts and schedules capacity across all service channels, including voice, chat, email, messaging, and asynchronous work. Applies skills-based routing and channel-blending strategies to optimize occupancy and service level. Models the impact of self-service, digital containment, and AI-assisted resolution on contact volume, contact mix, and handle time. Forecasts blended human and digital capacity requirements. Partners with Elevance Health stakeholders to ensure workforce budgets are in place to meet forecasted customer needs and contractual commitments. Ensures staffing and capacity plans support attainment of client performance guarantees, service level agreements, and applicable regulatory service standards, including speed-to-answer, abandonment rate, service level, and quality commitments. Proactively identifies risk to performance guarantee attainment and drives mitigation strategies to avoid financial penalties and compliance exposure. Partners with vendors and offshore delivery leaders to align outsourced capacity, adherence, and performance to enterprise forecasts and service commitments. Designs flexible scheduling strategies, including hybrid and remote staffing models, shift bidding, agent self-service, and on-demand coverage pools, that balance service level attainment with associate engagement and retention. Leads scenario and what-if modeling for peak periods, system disruptions, and business continuity events. Ensures integrity, governance, and consistency of the workforce data and assumptions underlying enterprise forecasts. Conducts operational review meetings to review forecast and performance variance. Provides proactive analysis, presentations, and strategic recommendations for driving business improvements. Sponsors integrated workforce support, driving standardization of processes, scale, and efficiency in workforce management. Leads within an AI-enabled operating environment by guiding teams through the adoption of artificial intelligence and automation. Leads through ambiguity and continuous change, reskilling associates for AI-augmented roles as automation absorbs routine work. Fosters a culture of experimentation, data fluency, and responsible AI use. Leverages AI and machine learning technologies to enhance forecast accuracy, scheduling optimization, intraday management, and real-time decision-making. Evaluates and integrates emerging AI-driven workforce management tools and applies AI-generated insights while maintaining appropriate human oversight and governance. Creates criteria for WFM evaluation systems and evaluates the effectiveness of existing and proposed workforce management activities. Ensures effective technology solutions are utilized consistently. Hires, trains, coaches, counsels, and evaluates performance of direct reports. Travels to worksite and other locations as necessary.

Requirements

BS/BA in business, statistics or a related field and a minimum of 5 years’ direct management in workforce management to include a minimum 5 years’ experience of service center experience; or any combination of education and experience which would provide an equivalent background.

Preferred Experience and Skill Set

• Ability to manage multiple, complex, ongoing tasks and projects is strongly preferred.
• Experience managing workforce performance against contractual performance guarantees, omnichannel and skills-based capacity planning experience, and vendor/BPO capacity management experience strongly preferred.
• Experience leveraging AI/automation technologies within a workforce management function strongly preferred.

Salary

For candidates working in person or virtually in the below locations, the salary* range for this specific position is $131,600 - $197,400

Location(s): Virginia

Compensation Details

The salary offered for this specific position is based on a number of legitimate, non-discriminatory factors set by the Company. The Company is fully committed to ensuring equal pay opportunities for equal work regardless of gender, race, or any other category protected by federal, state, and local pay equity laws. * The salary range is the range Elevance Health in good faith believes is the range of possible compensation for this role at the time of this posting. This range may be modified in the future and actual compensation may vary from posting based on geographic location, work experience, education, and/or skill level. Even within the range, the actual compensation will vary depending on the above factors as well as market/business considerations. No amount is wages or compensation until such amount is earned, vested, and determinable under the terms and conditions of the applicable policies and plans. The amount and availability of any bonus, commission, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law.

Benefits and Other Compensation

• Elevance Health offers benefits such as a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements).
• Elevance Health operates in a Hybrid Workforce Strategy. Unless specified as primarily virtual by the hiring manager, associates are required to work at an Elevance Health location at least once per week, and potentially several times per week. Specific requirements and expectations for time onsite will be discussed as part of the hiring process. The health of our associates and communities is a top priority for Elevance Health. We require all new candidates in certain patient/member-facing roles to become vaccinated against COVID-19 and Influenza. If you are not vaccinated, your offer will be rescinded unless you provide an acceptable explanation. Elevance Health will also follow all relevant federal, state and local laws.
• Elevance Health is an Equal Employment Opportunity employer, and all qualified applicants will receive consideration for employment without regard to age, citizenship status, color, creed, disability, ethnicity, genetic information, gender (including gender identity and gender expression), marital status, national origin, race, religion, sex, sexual orientation, veteran status or any other status or condition protected by applicable federal, state, and local laws.
• Applicants who require accommodation to participate in the job application process should submit the following form: Accessibility Accommodation Request Form and a member of the team will be in contact. Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws, including, but not limited to, the Los Angeles County Fair Chance Ordinance and the California Fair Chance Act. Prospective employees required to be screened under Florida law should review the education and awareness resources at HB531 | Florida Agency for Health Care Administration.
• Elevance Health operates a qualified benefits program including merit increases, paid holidays, Paid Time Off, incentive bonus programs (unless covered by a collective bargaining agreement), medical, dental, vision, short and long term disability benefits, 401(k) +match, stock purchase plan, life insurance, wellness programs and financial education resources, to name a few.

Job Level and Family

Job Level: Director Workshift: Job Family: BSP > Operations

Who We Are

Elevance Health is a health company dedicated to improving lives and communities – and making healthcare simpler. We are a Fortune 25 company with a longstanding history in the healthcare industry, looking for leaders at all levels of the organization who are passionate about making an impact on our members and the communities we serve.

How We Work

At Elevance Health, we are creating a culture that is designed to advance our strategy but will also lead to personal and professional growth for our associates. Our values and behaviors are the root of our culture. They are how we achieve our strategy, power our business outcomes and drive our shared success - for our consumers, our associates, our communities and our business.

Additional Information

Elevance Health is a health company dedicated to improving lives and communities – and making healthcare simpler. Previously known as Anthem, Inc., we have evolved into a company focused on whole health and updated our name to better reflect the direction the company is heading.

Join our Talent Community and stay connected with company news, information, and future job opportunities. Fueled by our bold purpose to improve the health of humanity, we are transforming from a traditional health benefits organization into a lifetime trusted health partner. Our nearly 100,000 associates serve approximately 100M+ people, at every stage of health. We address a full range of needs with an integrated whole health approach, powered by industry-leading capabilities and a digital platform for health.

Elevance Health is an Equal Employment Opportunity employer, and all qualified applicants will receive consideration for employment without regard to age, citizenship status, color, creed, disability, ethnicity, genetic information, gender (including gender identity and gender expression), marital status, national origin, race, religion, sex, sexual orientation, veteran status or any other status or condition protected by applicable federal, state, or local laws. Applicants who require accommodation to participate in the job application process should submit the following form: Accessibility Accommodation Request Form and a member of the team will be in contact. Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws, including, but not limited to, the Los Angeles County Fair Chance Ordinance and the California Fair Chance Act. Prospective employees required to be screened under Florida law should review the education and awareness resources at HB531 | Florida Agency for Health Care Administration. Elevance Health is an Equal Opportunity Employer/Disability/Veterans.