Strategic Workforce Manager: Forecasting, Scheduling & Analytics

Exzeo; Tampa (FL); Hybrid; USD 85,000 - 120,000; Full time

Benefits offered by this job

Employer-paid health insurance

Dental insurance

Vision insurance

Life insurance

Disability insurance

401(k) match

Flexible paid time off

Job summary

Exzeo is seeking a Workforce Manager in Tampa, FL to plan, forecast, and optimize staffing across multiple client accounts. You will analyze call data and operational metrics to ensure service levels and productivity align with client goals.

The ideal candidate balances workload demand with available resources, develops staffing plans, and provides data-driven recommendations to leadership and client teams.

Qualifications

• 3-5 years of workforce management, scheduling, or forecasting experience.
• Experience supporting multiple client accounts or lines of business preferred.
• Bachelor's degree in Business Administration, Operations Management, or related field.

Responsibilities

• Analyze historical contact center data to develop staffing forecasts and resource plans.
• Monitor call volumes, queue performance, service levels, and staffing requirements.
• Develop staffing models and recommendations to ensure adequate coverage.
• Create and maintain agent schedules aligned with forecasted demand.
• Provide real-time recommendations and intraday adjustments to staffing.
• Coordinate resources across the contact center to meet service level commitments.
• Generate workforce reports: forecasts, adherence, occupancy, productivity, workload metrics.

Skills

Workforce management

Forecasting

Scheduling

Excel advanced

Data analysis

NiCE CXone

Communication

Education

Bachelor's degree in Business Administration or related field

Tools

NiCE CXone

Excel

BI tools

Job description

Exzeo is seeking a Workforce Manager in Tampa, FL to plan, forecast, and optimize staffing across multiple client accounts. You will analyze call data and operational metrics to ensure service levels and productivity align with client goals.

The ideal candidate balances workload demand with available resources, develops staffing plans, and provides data-driven recommendations to leadership and client teams.