Director Workforce Management-Service Experience

About the Role

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. Alternate locations may be considered if candidates reside within a commuting distance from an office. Candidates not within a reasonable commuting distance will not be considered unless an accommodation is granted as required by law.

Responsibilities

• 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.
• Proactively identifies risk to performance guarantee attainment and drives mitigation strategies.
• Partners with vendors and offshore delivery leaders to align outsourced capacity, adherence, and performance.
• Designs flexible scheduling strategies, including hybrid and remote staffing models, shift bidding, agent self-service, and on-demand coverage pools.
• Leads scenario and what-if modeling for peak periods, system disruptions, and business continuity events.
• Ensures integrity, governance, and consistency of workforce data and assumptions.
• Conducts operational review meetings to review forecast and performance variance.
• Provides proactive analysis, presentations, and strategic recommendations for business improvements.
• Sponsors integrated workforce support, driving standardization of processes, scale, and efficiency.
• Leads within an AI-enabled operating environment, guiding teams through AI and automation adoption.
• Fosters a culture of experimentation, data fluency, and responsible AI use.
• Leverages AI and machine learning to enhance forecast accuracy, scheduling, intraday management, and real-time decision-making.
• Evaluates and integrates emerging AI-driven workforce management tools.
• Creates criteria for WFM evaluation systems and assesses 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, including 5 years’ service center experience; or equivalent combination of education and experience.

Preferred Qualifications

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

Pay

For candidates working in person or virtually in Virginia, the salary range is $131,600 - $197,400. The salary offered is based on factors such as geographic location, work experience, education, and skill level.

Benefits

Elevance Health offers a comprehensive benefits package, incentive and recognition programs, equity stock purchase, and 401k contribution (subject to eligibility requirements).

Schedule

Hybrid: In-office 3 days per week, with flexibility for productivity and work-life balance.