Workforce Analyst I — Real-Time Staffing & Analytics

Farmers Group Inc.; México; On-site; MXN 240,000 - 360,000; Full time

Benefits offered by this job

Competitive salary package

Bonuses and training benefits

Job summary

Farmers (FBS Mexico) seeks a Workforce Analyst I to monitor contact center performance and support staffing strategies to meet service level objectives. You will evaluate call volumes, agent productivity, schedule adherence, and allocate resources with operations leaders.

The role requires 1–3 years in WFM, strong analytical skills, and fluency in English. A fast-paced environment with weekend availability is expected, with full-time hours and ongoing collaboration across IT and business teams.

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

Fluent English

Analytical thinking

Problem solving

Fast-paced environment

Multitasking

Excel

Data interpretation

Tools

Microsoft Excel

Reporting tools

Job description

Farmers (FBS Mexico) seeks a Workforce Analyst I to monitor contact center performance and support staffing strategies to meet service level objectives. You will evaluate call volumes, agent productivity, schedule adherence, and allocate resources with operations leaders.

The role requires 1–3 years in WFM, strong analytical skills, and fluency in English. A fast-paced environment with weekend availability is expected, with full-time hours and ongoing collaboration across IT and business teams.