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Anthem, Inc. Director Workforce Management-Svc Exp in Mason, Ohio


SHIFT: Day Job

SCHEDULE: Full-time

Position can be located remote

Your Talent. Our Vision. At Anthem, Inc., it’s a powerful combination, and the foundation upon which we’re creating greater access to care for our members, greater value for our customers, and greater health for our communities. Join us and together we will drive the future of health care.

This is an exceptional opportunity to do innovative work that means more to you and those we serve at one of America's leading health care companies and a Fortune Top 50 Company.

  • Director Workforce Management Services 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 Anthem Contact Centers.

  • Primary duties may include, but are not limited to:

  • Directs development and execution of organizational forecasts and capacity planning.

  • Partners with Anthem stakeholders to ensure workforce budgets are in place to meet forecasted customer needs and contractual commitments.

  • 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 the workforce management.

  • Creates criteria for WFM evaluation systems, evaluate effectiveness of existing and proposed workforce management activities.

  • Ensures that effective technology solutions are utilized consistently.

  • Hires, trains, coaches, counsels, and evaluates performance of direct reports.


  • Requires a BS/BA in business, statistics or a related field; 5+ years direct management in workforce management, minimum 5 years experience of service center experience; or any combination of education and experience, which would provide an equivalent background.

  • Knowledge of NICE IEX Workforce Management systems or comparable systems required

  • Ability to manage multiple, complex, ongoing tasks and projects.

  • Ability to travel may be required.

    We offer a range of market-competitive total rewards that include merit increases, paid holidays, Paid Time Off, and incentive bonus programs (unless covered by a collective bargaining agreement), medical, dental, vision, short and long term disability benefits, 401(k) +match, stock purchase plan, life insurance, wellness programs and financial education resources, to name a few.

    Anthem, Inc. is ranked as one of America’s Most Admired Companies among health insurers by Fortune magazine and has been named a 2019 Best Employers for Diversity by Forbes. To learn more about our company and apply, please visit us at An Equal Opportunity Employer/Disability/Veteran. Anthem promotes the delivery of services in a culturally competent manner and considers cultural competency when evaluating applicants for all Anthem positions.

    REQNUMBER: PS57710-Ohio