FBS (Mexico) - Workforce Specialist I

Farmers Group Inc.; México; Remote; MXN 360,000 - 480,000; Full time

Benefits offered by this job

Competitive compensation

Benefits package

Job summary

Farmers is seeking a Workforce Specialist I to optimize staffing capacity, forecast workload, and ensure service level goals. You will partner with stakeholders to balance workforce needs and improve customer experience through data-driven planning.

The role emphasizes scheduling, analytics, and cross-functional collaboration within a contact center environment. A strong foundation in Excel and SQL supports decision-making.

Qualifications

• 1-3 years of Workforce Management experience.
• 1-3 years of forecasting experience.
• 4+ years of contact center experience preferred.

Responsibilities

• Develop and maintain medium-term workforce forecasts (up to 6 weeks).
• Provide staffing recommendations to meet service level objectives.
• Analyze trends: attrition, staffing levels, and forecast accuracy.
• Support workforce impacts from system changes (telephony platforms).
• Manage scheduling activities: shift planning and training impacts.

Skills

Forecasting

Excel

Stakeholder management

Data analysis

Problem solving

Education

High school diploma

Bachelor's degree preferred

Tools

NICE IEX Workforce Management

SQL

Job description

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FBS (Mexico) - Workforce Specialist I

36446

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.

As a Workforce Management Analyst, you will play a key role in optimizing staffing capacity, forecasting workload demand, and ensuring service level goals are achieved. You'll partner closely with business stakeholders and leadership teams to balance workforce needs, improve customer experience, and support operational efficiency through data-driven planning and analysis.

What You'll Do

• Develop and maintain medium-term workforce forecasts (up to 6 weeks), including workload, staffing capacity, and shrinkage planning.
• Provide staffing recommendations and strategies to help achieve service level objectives.
• Analyze operational trends, including attrition, staffing levels, performance metrics, and forecast accuracy.
• Support workforce impacts related to telephony platforms, portals, and other operational system changes.
• Manage scheduling activities such as shift planning, training impacts, slot bids, and compliance requirements.
• Collaborate with leaders and cross-functional partners to develop workforce plans and capacity strategies.
• Provide recommendations based on workforce analytics and observed business trends.
• Participate in change management initiatives, system enhancements, upgrades, and workforce-related projects.
• Serve as a subject matter expert (SME) for workforce management processes, tools, and best practices.Identify opportunities for process improvements and help maintain workforce documentation and procedures.
• Troubleshoot workforce management and technology-related issues while communicating solutions to stakeholders.

Requirements

• 1-3 years of Workforce Management experience.
• 1-3 years of forecasting experience.
• 4+ years of contact center experience preferred.
• Experience with staffing analysis, scheduling, service levels, and workforce metrics.
• Intermediate proficiency in Microsoft Excel.
• Basic to intermediate SQL knowledge.
• Experience with NICE IEX Workforce Management preferred.
• Strong workforce planning and capacity management skills.
• Knowledge of forecasting methodologies and contact center operations.
• Strong analytical, problem-solving, and data-driven decision-making abilities.
• Ability to manage stakeholders and collaborate across cross-functional teams.
• Process improvement mindset with strong organizational and communication skills.
• High school diploma or equivalent required; Bachelor's degree preferred.

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

• Personal Data Processing: The personal data provided during the recruitment and selection process will be collected, processed, andretainedfor legitimate recruitment and compliance purposes,in accordance withapplicable 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 withFBS internalconflict‑of‑interestand 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.