FBS (Mexico) - Workforce Analyst I

Farmers Group Inc.; Aguascalientes; Presencial; MXN 260.000 - 380.000; Jornada completa

Descripción de la vacante

Farmers Group Inc. is seeking a Workforce Analyst I in Mexico to monitor contact center performance, analyze trends, and support staffing strategies to meet service level objectives. The role involves evaluating call volumes, agent productivity, schedule adherence, and real‑time staffing recommendations.

Schedule is full‑time (40 hours/week) with a flexible timetable including weekends. Responsibilities include real‑time staffing adjustments, OT/VTO decisions, adherence tracking, audits, and

Formación

• 1-3 years of Workforce Management (WFM) experience preferred.
• Fluent English communication skills (written and verbal).
• Strong analytical and problem‑solving skills.
• Ability to work in a fast‑paced, high‑volume environment.
• Strong multitasking and time management abilities.
• Experience using Microsoft Excel and reporting tools.
• Ability to interpret operational data and provide actionable recommendations.

Responsabilidades

• Monitor contact volumes, call patterns, productivity metrics, and staffing coverage.
• Analyze daily and historical performance data to identify trends and recommend improvements.
• Make real‑time adjustments to staffing plans based on business demands.
• Support decisions related to overtime (OT), voluntary time off (VTO), schedule changes, and off‑phone activities.
• Track and report agent schedule adherence and attendance performance.
• Partner with supervisors and managers to address out‑of‑adherence situations.
• Administer and maintain workforce management skills and templates.
• Conduct audits and reviews to ensure workforce processes and procedures are followed.
• Open and monitor technical tickets and assist with resolution of workforce‑related system issues.
• Partner with business and IT teams to identify operational impacts and validate resolutions.
• Recommend workforce optimization strategies, including resource reallocation, call routing adjustments, and telephony skill updates.
• Maintain workforce management best practices and contribute to continuous process improvement initiatives.

Conocimientos

WFM

RTA

Call Center Ops

Schedule Adherence

Capacity Planning

Reporting & Analytics

NICE/IEX/Webstation

Stakeholder Comms

Workforce Optimization

Herramientas

Microsoft Excel

Descripción del empleo

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FBS (Mexico) - Workforce Analyst I

36753

Farmers– where ambition meets opportunity.

Farmers is known for more than its unforgettable jingle – it’s a team with a passion for purpose and making a real difference in people’s lives. Farmers employees deliver peace of mind when it matters most. The organization’s results‑driven, high‑performance culture thrives on creativity, accountability and bold solutions. Here, growth isn’t just a goal – it’s a way of life for both the organization and every individual on the team. Farmers employees tackle challenges head‑on, learn from every experience and measure their impact on the customers who trust them.

Join usand help power the success of Farmers. As a team member, you’ll collaborate with Farmers’ award‑winning workforce, benefit from a culture of innovation and support and contribute to their mission of delivering protection and peace of mind to millions of U.S. customers.

The Workforce Analyst I is responsible for monitoring workforce performance within a contact center environment, analyzing operational trends, and supporting staffing strategies to ensure service level objectives are achieved. This role evaluates call volumes, agent productivity, schedule adherence, and resource allocation while partnering with operations leaders to make real‑time staffing recommendations.

Schedule: Full‑time, 40 hours per week. Must be available to work a flexible schedule, including weekends. This is a 5‑day workweek with 2 days off, with shifts scheduled within business operating hours.

Key Responsibilities

• Monitor contact volumes, call patterns, productivity metrics, and staffing coverage.
• Analyze daily and historical performance data to identify trends and recommend improvements.
• Make real‑time adjustments to staffing plans based on business demands.
• Support decisions related to overtime (OT), voluntary time off (VTO), schedule changes, and off‑phone activities.
• Track and report agent schedule adherence and attendance performance.
• Partner with supervisors and managers to address out‑of‑adherence situations.
• Administer and maintain workforce management skills and templates.
• Conduct audits and reviews to ensure workforce processes and procedures are followed.
• Open and monitor technical tickets and assist with resolution of workforce‑related system issues.
• Partner with business and IT teams to identify operational impacts and validate resolutions.
• Recommend workforce optimization strategies, including resource reallocation, call routing adjustments, and telephony skill updates.
• Maintain workforce management best practices and contribute to continuous process improvement initiatives.

Required Qualifications

• 1-3 years of Workforce Management (WFM) experience preferred.
• Fluent English communication skills (written and verbal).
• Strong analytical and problem‑solving skills.
• Ability to work in a fast‑paced, high‑volume environment.
• Strong multitasking and time management abilities.
• Experience using Microsoft Excel and reporting tools.
• Ability to interpret operational data and provide actionable recommendations.

Preferred Skills

• Workforce Management (WFM)
• Real‑Time Management (RTA)
• Contact Center Operations
• Schedule Adherence Analysis
• Capacity Planning
• Reporting & Analytics
• NICE/IEX/Webstation, or similar
• Stakeholder Communication
• Workforce Optimization

Benefits

This position offers a competitive compensation and benefits package designed to support your wellbeing, growth, and work–life balance. While specific benefits may vary by country and employee level, offerings generally include competitive salary opportunities, performance‑based bonuses, comprehensive benefits, and ongoing training and development resources.

Important Hiring Conditions and Disclosures

By applying for this position, candidates acknowledge and agree that:

• Personal Data Processing: The personal data provided during the recruitment and selection process will be collected, processed, and retained for legitimate recruitment and compliance purposes, in accordance with applicable data protection and privacy laws and FBS internal policies.
• Legal Authorization to Work: Employment with FBS is conditional upon the candidate having valid, local legal authorization to work in the country where the role is based at the time of hire. FBS does not sponsor or obtain work authorization unless explicitly stated.
• Exclusivity of Employment and Conflict of Interest: Upon acceptance of an offer and during employment with FBS, employees will not be permitted to engage in parallel employment, professional activities, or paid work for other entities. Any ownership, partnership, directorship, or participation in other businesses or companies must be fully disclosed and formally reviewed in accordance with FBS internal conflict‑of‑interest and external engagement policies prior to the start date or as soon as such circumstances arise.

Failure to comply with these conditions may impact the hiring decision or employment continuation.

About Farmers Insurance

"Farmers Insurance®" and "Farmers®" are tradenames for a group of insurers providing insurance for automobiles, homes and small businesses and a wide range of other insurance and financial services products. Farmers Insurance Exchange, the largest of the three primary insurers that make up Farmers Insurance, is recognized as one of the largest U.S. companies on the 2025 Fortune 500 list. For more information about Farmers Insurance, visit Farmers.com.