Workforce Analyst I: Real‑Time Staffing & Analytics

Farmers Insurance Careers Mexico; Aguascalientes; On-site; MXN 300,000 - 420,000; Full time

Benefits offered by this job

Bonuses

Comprehensive benefits

Training & development

Job summary

Farmers Insurance Careers Mexico is seeking a Workforce Analyst I to monitor workforce performance in a contact center. You will analyze call volumes, agent productivity, and schedule adherence, partnering with operations leaders to optimize staffing and service levels.

This full-time role requires 1-3 years in workforce management, fluent English, strong analytical skills, and proficiency with Excel and reporting tools.

Qualifications

• 1-3 years of Workforce Management experience.
• Fluent English (written and verbal).
• Strong analytical and problem-solving skills.
• Ability to work in a fast-paced, high-volume environment.
• Proficient in 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 experience

English fluency

Analytical skills

Time management

Excel reporting

Tools

NICE IEX/Webstation

Scheduling software

Job description

Farmers Insurance Careers Mexico is seeking a Workforce Analyst I to monitor workforce performance in a contact center. You will analyze call volumes, agent productivity, and schedule adherence, partnering with operations leaders to optimize staffing and service levels.

This full-time role requires 1-3 years in workforce management, fluent English, strong analytical skills, and proficiency with Excel and reporting tools.