Director, Workforce Management – Service Experience

Elevance Health

. Direct strategic direction and tactical leadership within Workforce Management across Elevance Health Contact Centers .

Posted 9/21/2026full-timeUnited StatesLead💰 $131,600 - $197,400 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in workforce management, including capacity planning, performance optimization, and the integration of AI and automation technologies. Proven ability to lead teams, manage complex projects, and ensure compliance with service level agreements and performance guarantees.

Highest-signal resume keywords

Workforce ManagementCapacity PlanningAI/Automation TechnologiesOmnichannel ExperienceVendor/BPO Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

ForecastingSkills-Based RoutingChannel-Blending StrategiesData GovernancePerformance Analysis

Soft Skills

LeadershipStrategic ThinkingCommunicationProblem-Solving

Tools & Technologies

AI TechnologiesMachine LearningWorkforce Management Systems

Industry Keywords

Contact CenterService Level AgreementsPerformance GuaranteesOperational ReviewCapacity Management

About the role

Key responsibilities & impact

Direct strategic direction and tactical leadership within Workforce Management across Elevance Health Contact Centers
Develop and execute organizational forecasts and capacity plans in high-volatility contact center environments
Forecast and schedule capacity across voice, chat, email, messaging, and asynchronous work
Apply skills-based routing and channel-blending strategies to optimize occupancy and service level
Model the impact of self-service, digital containment, and AI-assisted resolution on contact volume, mix, and handle time
Forecast blended human and digital capacity requirements
Partner with stakeholders to establish workforce budgets and meet customer needs and contractual commitments
Ensure staffing and capacity plans support performance guarantees, service level agreements, and regulatory service standards
Identify performance risks and drive mitigation strategies
Align outsourced capacity, adherence, and performance with enterprise forecasts and service commitments
Design flexible scheduling strategies, including hybrid and remote staffing models, shift bidding, agent self-service, and on-demand coverage pools
Lead scenario and what-if modeling for peak periods, disruptions, and business continuity events
Ensure workforce data governance, integrity, and consistency
Conduct operational review meetings and analyze forecast and performance variance
Provide analysis, presentations, and strategic recommendations for business improvements
Sponsor integrated workforce support and standardize processes for scale and efficiency
Lead AI and automation adoption, reskilling associates for AI-augmented roles, and fostering responsible AI use
Leverage and evaluate AI and machine learning technologies for forecasting, scheduling, intraday management, and decision-making
Create criteria for workforce management evaluation systems and assess workforce management activities
Ensure technology solutions are used consistently
Hire, train, coach, counsel, and evaluate direct reports
Travel to worksites and other locations as necessary

Requirements

What you’ll need

BS/BA in business, statistics, or a related field and a minimum of 5 years’ direct management in workforce management, including a minimum of 5 years’ service center experience; or any combination of education and experience providing an equivalent background
Ability to manage multiple, complex, ongoing tasks and projects
Experience managing workforce performance against contractual performance guarantees
Omnichannel and skills-based capacity planning experience
Vendor/BPO capacity management experience
Experience leveraging AI/automation technologies within a workforce management function
Must work within a reasonable commuting distance of a posting location unless an accommodation is granted
Ability to travel to worksites and other locations as necessary

Benefits

Comp & perks

Merit increases
Paid holidays
Paid Time Off
Incentive bonus programs
Medical benefits
Dental benefits
Vision benefits
Short-term disability benefits
Long-term disability benefits
401(k) with match/contribution
Stock purchase plan
Life insurance
Wellness programs
Financial education resources
Hybrid work flexibility
Equity stock purchase
Incentive and recognition programs