Director Workforce Management-Service Experience

Elevance Health•Tampa, FL

2d•$131,600 - $197,400•Hybrid

About The Position

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. 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. 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.

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.

Nice To Haves

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.

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, 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.