Workforce Planning & Analytics Analyst

Farmers Insurance Careers Mexico; Ciudad de México; On-site; MXN 300,000 - 420,000; Full time

Job summary

Farmers Insurance Careers Mexico is seeking a Workforce Management Analyst to optimize staffing capacity, forecast workload demand, and ensure service level goals are met. You will partner with stakeholders to balance workforce needs and improve customer experience.

You will analyze trends, manage scheduling and capacity, and provide SME guidance on workforce processes. The role requires Excel and SQL knowledge, English fluency, and a collaborative, data-driven approach.

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.
• Fluent English required.

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

Contact Center

Excel

SQL

Stakeholder management

Analytical thinking

Communication

Problem-solving

Data-driven decisions

Education

High school diploma or equivalent

Bachelor's degree preferred

Tools

NICE IEX

Job description

Farmers Insurance Careers Mexico is seeking a Workforce Management Analyst to optimize staffing capacity, forecast workload demand, and ensure service level goals are met. You will partner with stakeholders to balance workforce needs and improve customer experience.

You will analyze trends, manage scheduling and capacity, and provide SME guidance on workforce processes. The role requires Excel and SQL knowledge, English fluency, and a collaborative, data-driven approach.