Data-Driven Forecasting & Scheduling Lead

Exzeo Group, Inc; Tampa (FL); Hybrid; USD 85,000 - 110,000; Full time

Benefits offered by this job

Employer-paid health/dental/vision/LTD

Flexible PTO

401(k) match

Bonus potential

Job summary

Exzeo Group, Inc. is seeking a Workforce Manager to plan, forecast, and optimize staffing for a multi-client contact center. You will analyze call data and trends, develop staffing models, and manage schedules to meet service levels.

The role requires hands-on analytics, cross-functional collaboration, and real-time workforce adjustments to maximize productivity and client satisfaction.

Qualifications

• 3-5 years of workforce management, scheduling, or forecasting experience.
• Experience supporting multiple client accounts in a contact center environment.
• Proficiency with NiCE CXone and Excel for data-driven decisions.

Responsibilities

• Analyze historical workload data to develop staffing forecasts and resource plans across multiple clients.
• Create and maintain agent schedules aligned with forecasted demand and service levels.
• Monitor call volumes, occupancy, and performance; adjust staffing intraday as needed.
• Generate workforce reports (forecast, adherence, workload) for leadership and clients.
• Collaborate with Operations, HR, Training, and Client Services to support planning.

Skills

Forecasting

Scheduling

Capacity planning

Real-time management

Excel

Data analysis

Communication

Stakeholder influence

Education

Bachelor's degree in Business Administration

Tools

NiCE CXone

Job description

Exzeo Group, Inc. is seeking a Workforce Manager to plan, forecast, and optimize staffing for a multi-client contact center. You will analyze call data and trends, develop staffing models, and manage schedules to meet service levels.

The role requires hands-on analytics, cross-functional collaboration, and real-time workforce adjustments to maximize productivity and client satisfaction.