Workforce Manager

JOB SUMMARY

The Workforce Manager is responsible for planning, forecasting, scheduling, and workload management across a multi-client contact center. This role analyzes historical call data, client trends, and operational metrics to develop staffing forecasts, optimize schedules, and ensure appropriate resource allocation to meet customer service and service-level objectives.

The Workforce Manager monitors call volume trends, develops forecasts, manages staffing plans, and provides real-time operational recommendations. In addition, the role oversees workflow distribution and backlog management, ensuring work is appropriately prioritized and balanced to maximize productivity and client satisfaction.

The ideal candidate is highly analytical, detail-oriented, and capable of balancing workforce needs across multiple clients while supporting contact center operations.

ESSENTIAL FUNCTIONS

• Analyze historical contact center and processing workload data to develop staffing forecasts and resource allocation plans across multiple client accounts.
• Monitor call volumes, queue performance, service levels, average handle times, and staffing requirements.
• Develop staffing models and recommendations to ensure adequate coverage across multiple clients and programs.
• Identify trends and proactively recommend staffing adjustments to address fluctuations in workload and customer demand.
• Create and maintain agent schedules that align staffing resources with forecasted demand.
• Monitor real-time operational performance and make intraday adjustments to staffing as needed.
• Coordinate staffing resources across the contact center to ensure service commitments are met.
• Manage schedule changes, time-off requests, overtime, and shift modifications while maintaining coverage requirements.
• Partner with department supervisors to ensure schedules support business objectives and service level commitments.
• Coordinate resource allocation between phone operations and processing functions to ensure optimal service delivery and adherence to client service-level agreements.
• Generate and distribute workforce management reports, including staffing forecasts, schedule adherence, occupancy, productivity, service levels, and workload metrics.
• Track key performance indicators (KPIs) and identify opportunities for operational improvement.
• Provide data-driven recommendations to management regarding staffing needs, resource allocation, and operational efficiencies.
• Present findings and workforce insights to leadership and client stakeholders as needed.
• Work closely with Operations, Human Resources, Training, and Client Services teams to support workforce planning initiatives.
• Maintain workforce management processes and documentation.
• Recommend and implement improvements to forecasting, scheduling, and workload management practices.

REQUIRED SKILLS & EXPERIENCE

• Strong understanding of call center workforce management principles, including forecasting, scheduling, capacity planning, and real-time management.
• Experience analyzing operational data and translating findings into actionable staffing recommendations.
• Proficiency with workforce management software, telephony platforms, and reporting tools.
• Advanced Microsoft Excel skills, including data analysis, formulas, pivot tables, and reporting.
• Strong analytical and problem-solving skills with exceptional attention to detail.
• Ability to manage multiple priorities in a fast-paced environment.
• Excellent communication and interpersonal skills.
• Ability to influence operational decisions through data-driven recommendations.

EDUCATION & TRAINING

• 3-5 years of workforce management, scheduling, or forecasting experience required.
• Experience supporting multiple client accounts or lines of business strongly preferred.
• Previous experience with workforce management systems and contact center technology (NiCE CXone).
• Bachelor's degree in Business Administration, Operations Management, or related field required; equivalent experience may be considered.

Exzeo offers 100% employer-paid health, dental, vision, life, and disability insurance for employees, a flexible paid time off plan, a 401(k) match, and bonus potential.

To foster Exzeo’s commitment to creating a collaborative work environment, remote workers will be required to report to a central office location for one week every quarter for collaboration, team building, and educational exercises.