Workforce Analyst I - Real-Time Staffing & Analytics

Farmers Group Inc.; Aguascalientes; On-site; MXN 260,000 - 380,000; Full time

Job summary

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

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.

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.

Skills

WFM

RTA

Call Center Ops

Schedule Adherence

Capacity Planning

Reporting & Analytics

NICE/IEX/Webstation

Stakeholder Comms

Workforce Optimization

Tools

Microsoft Excel

Job description

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