Workforce Analyst I - Real-Time Scheduling & Analytics

Farmers Insurance Careers Mexico; Aguascalientes; On-site; MXN 260,000 - 380,000; Full time

Benefits offered by this job

Competitive salary

Performance-based bonuses

Comprehensive benefits

Training & development resources

Job summary

Farmers Insurance Careers Mexico is seeking a Workforce Analyst I to monitor staffing in a contact center, analyze performance, and support staffing strategies to meet service level objectives.

The role requires analyzing call volumes, agent productivity, schedule adherence, and coordinating with operations to make real-time staffing recommendations. Full-time with a 40-hour week and weekend availability.

Qualifications

• Fluent English communication skills, written and verbal.
• Strong analytical and problem-solving abilities.
• Ability to work in a fast-paced, high-volume environment.
• Excellent time management and multitasking skills.
• Experience using Microsoft Excel and reporting tools.
• Ability to interpret operational data and provide actionable recommendations.

Responsibilities

• Monitor contact volumes and staffing coverage.
• Analyze daily and historical performance data to identify trends.
• Make real-time staffing adjustments based on business demands.
• Support OT, VTO, schedule changes, and off-phone activities.
• Track attendance and schedule adherence; address issues with supervisors.
• Open and monitor tickets; collaborate with IT on workforce systems.
• Recommend workforce optimization strategies, including routing and skill updates.
• Maintain workforce management best practices and contribute to process improvements.

Skills

Fluent English

Analytical skills

Time management

Multitasking

Excel proficiency

Data interpretation

Tools

Microsoft Excel

Reporting tools

Job description

Farmers Insurance Careers Mexico is seeking a Workforce Analyst I to monitor staffing in a contact center, analyze performance, and support staffing strategies to meet service level objectives.

The role requires analyzing call volumes, agent productivity, schedule adherence, and coordinating with operations to make real-time staffing recommendations. Full-time with a 40-hour week and weekend availability.