Workforce Forecasting & Planning Analyst

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

Job summary

Farmers Insurance, through its FBS (Mexico) division, is seeking a Workforce Specialist I to optimize staffing capacity, forecast workload, and ensure service levels in the contact center. You will partner with stakeholders to balance workforce needs and drive operational efficiency using data-driven planning.

Responsibilities include forecasting up to 6 weeks, advising staffing strategies, analyzing attrition and performance metrics, managing scheduling, and serving as SME for workforce

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.
• Intermediate proficiency in Microsoft Excel.
• Basic to intermediate SQL knowledge.
• Experience with NICE IEX Workforce Management preferred.
• Strong workforce planning and capacity management skills.
• Knowledge of forecasting methodologies and contact center operations.
• Strong analytical, problem-solving, and data-driven decision-making abilities.
• Ability to manage stakeholders and collaborate across cross-functional teams.
• Process improvement mindset with strong organizational and communication skills.
• High school diploma or equivalent required; Bachelor's degree preferred.

Responsibilities

• Develop and maintain medium-term workforce forecasts (up to 6 weeks), including workload, staffing capacity, and shrinkage planning.
• Provide staffing recommendations and strategies to help achieve service level objectives.
• Analyze operational trends, including attrition, staffing levels, performance metrics, and forecast accuracy.
• Support workforce impacts related to telephony platforms, portals, and other operational system changes.
• Manage scheduling activities such as shift planning, training impacts, slot bids, and compliance requirements.
• Collaborate with leaders and cross-functional partners to develop workforce plans and capacity strategies.
• Provide recommendations based on workforce analytics and observed business trends.
• Participate in change management initiatives, system enhancements, upgrades, and workforce-related projects.
• Serve as a subject matter expert (SME) for workforce management processes, tools, and best practices.Identify opportunities for process improvements and help maintain workforce documentation and procedures.
• Troubleshoot workforce management and technology-related issues while communicating solutions to stakeholders.

Skills

Workforce management

Forecasting

Excel

SQL

Stakeholder management

Analytical thinking

Communication skills

Problem-solving

Education

High school diploma or equivalent

Bachelor's degree preferred

Tools

NICE IEX Workforce Management

Job description

Farmers Insurance, through its FBS (Mexico) division, is seeking a Workforce Specialist I to optimize staffing capacity, forecast workload, and ensure service levels in the contact center. You will partner with stakeholders to balance workforce needs and drive operational efficiency using data-driven planning.

Responsibilities include forecasting up to 6 weeks, advising staffing strategies, analyzing attrition and performance metrics, managing scheduling, and serving as SME for workforce