Strategic Workforce Planner

Farmers Insurance; México; On-site; MXN 1,108,000 - 1,662,000; Full time

Benefits offered by this job

Bonuses

Training resources

Wellbeing programs

Job summary

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

Responsibilities include 6-week forecasts, scheduling decisions, analysing trends, and acting as SME for workforce processes while supporting system changes and process improvements.

Qualifications

• 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.

Responsibilities

• Develop and maintain medium-term workforce forecasts (up to 6 weeks).
• Provide staffing recommendations to achieve service level objectives.
• Analyze attrition, staffing levels, performance metrics, and forecast accuracy.
• Support workforce impacts related to telephony platforms and other systems changes.
• Manage scheduling activities such as shift planning, training impacts, etc.
• Collaborate with leaders to develop workforce plans and capacity strategies.
• Provide recommendations based on analytics and trends.
• Participate in change management and workforce-related projects.
• Serve as SME for workforce management processes and best practices.

Skills

Excel proficiency

SQL knowledge

Forecasting

WFM systems

Stakeholder management

English fluency

Education

Bachelor's degree preferred

High school diploma or equivalent

Tools

NICE IEX Workforce Management

Job description

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

Responsibilities include 6-week forecasts, scheduling decisions, analysing trends, and acting as SME for workforce processes while supporting system changes and process improvements.