Director Workforce Management-Service

Anticipated End Date:

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.

• 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.

• 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.

• 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…