Workforce Planning Lead — Multi-Client Contact Center

Exzeo Group; Tampa (FL); On-site; USD 70,000 - 95,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Life insurance

Disability insurance

Flexible PTO

401(k) match

Bonus potential

Job summary

Exzeo Group is seeking a Workforce Manager to plan, forecast, and schedule staffing across multiple client contact centers in Tampa. You will analyze historical data and client trends to optimize resource allocation and meet service levels.

Responsibilities include monitoring call volumes, creating staffing models, and providing real-time operational recommendations to maximize productivity and client satisfaction. Strong analytical skills and experience with NiCE CXone are essential.

Qualifications

• Strong forecasting, scheduling, and workload management knowledge.
• Ability to analyze operational data and translate into staffing plans.
• Proficiency with workforce management software and Excel.
• Excellent communication and ability to influence decisions.

Responsibilities

• Analyze workload data to develop staffing forecasts across client accounts.
• Monitor call volumes, queue performance, service levels, and staffing needs.
• Create and maintain agent schedules aligned with forecasted demand.
• Provide real-time recommendations and intraday staffing adjustments.
• Generate workforce reports and KPI insights for leadership.

Skills

Forecasting

Scheduling

Data analysis

Excel advanced

Communication

Multitasking

Education

Bachelor's degree in Business Administration or related field

Tools

NiCE CXone

Job description

Exzeo Group is seeking a Workforce Manager to plan, forecast, and schedule staffing across multiple client contact centers in Tampa. You will analyze historical data and client trends to optimize resource allocation and meet service levels.

Responsibilities include monitoring call volumes, creating staffing models, and providing real-time operational recommendations to maximize productivity and client satisfaction. Strong analytical skills and experience with NiCE CXone are essential.