Director Workforce Management-Service Experience
Core
Strategic direction and tactical leadership for workforce planning, optimization, and advanced methodology across Elevance Health Contact Centers.
Role type
Director, Workforce Management
Builds
Optimized contact center capacity and service levels across voice, chat, email, and messaging channels
Domain
Healthcare / Contact Center Operations
Deliverable
production ML models | dashboards & analysis | infrastructure
Required skills
organizational forecasting, capacity planning, skills-based routing, channel-blending, AI-assisted resolution modeling, blended human and digital capacity forecasting, vendor/BPO capacity management, flexible scheduling design, scenario modeling, data governance, performance variance analysis, team leadership
Preferred skills
managing against contractual performance guarantees, omnichannel capacity planning, AI/automation integration in WFM
Technologies
AI, machine learning, workforce management tools
Responsibilities
Direct development and execution of organizational forecasts and capacity planning in a high volatility contact center environment; Forecast and schedule capacity across all service channels; 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 and handle time; Partner with stakeholders to ensure workforce budgets meet forecasted customer needs and contractual commitments; Proactively identify risk to performance guarantee attainment and drive mitigation strategies; Design flexible scheduling strategies including hybrid and remote staffing models; Leads scenario and what-if modeling for peak periods and business continuity events; Ensures integrity and governance of workforce data and assumptions; Conduct operational review meetings to review forecast and performance variance; Sponsors integrated workforce support driving standardization of processes; Leads teams through adoption of artificial intelligence and automation; Hires, trains, coaches, and evaluates performance of direct reports
Seniority
Director, strategic leadership with hands-on management
