FBS - Workforce Specialist II

Capgemini; United States; Hybrid; USD 75,000 - 110,000; Full time

Job summary

FBS is seeking a Workforce Specialist II to join our Workforce Management team, focusing on long-term capacity planning for contact center operations. You will forecast 1–18+ months, analyze trends, create scenarios, and present to senior leaders, partnering with Finance to align staffing with budget goals.

The role requires advanced Excel, SQL, and experience with IEX or similar WFM platforms, plus strong communication skills to influence stakeholders across the business.

Qualifications

• 3–5 years of Workforce Management experience in a contact center.
• Forecasting and long-term capacity planning experience.
• Advanced Excel skills required.
• Strong analytical and problem-solving abilities with data-driven insights.
• Fluent English with strong written and verbal communication.
• Experience with SQL and WFM platforms such as IEX is preferred.
• Bachelor’s degree is preferred.

Responsibilities

• Manage long-term capacity and staffing plans across multiple contact center channels.
• Develop and maintain workforce forecasts based on volumes, trends, staffing, shrinkage, and business initiatives.
• Analyze workforce data and translate insights into clear, actionable recommendations.
• Create staffing scenarios and adjust plans when business needs change.
• Present forecasts and staffing recommendations to Director and Senior Director-level stakeholders.
• Partner with Finance and business teams to support workforce and budget planning.
• Use Excel, SQL, and WFM tools to analyze data and maintain forecasting models.
• Respond to ad hoc workforce requests and identify opportunities to improve processes and planning.

Skills

Forecasting

Excel skills

SQL

Data analysis

Communication

Education

Bachelor's degree

Tools

IEX WFM

Excel-based modeling

Erlang C knowledge

Cisco/Avaya knowledge

Job description

Our Client is one of the United States’ largest insurers, providing a wide range of insurance and financial services products with gross written premiums well over US$25 Billion (P&C). They proudly serve more than 10 million U.S. households with more than 19 million individual policies across all 50 states through the efforts of over 48,000 exclusive and independent agents and nearly 18,500 employees. Finally, our Client is part of one the largest Insurance Groups in the world.

About the Role

Join our Workforce Management team and help shape how we plan for future staffing needs across our contact center operations.

As a Workforce Specialist II, you’ll focus on long-term capacity planning and forecasting, looking from one month to 18+ months ahead. You’ll analyze workforce trends, build staffing scenarios, and turn data into recommendations that help the business meet service-level and operational goals.

You’ll also partner closely with business leaders and Finance, making this a great opportunity for someone who enjoys combining data analysis, problem-solving, and stakeholder collaboration.

What You’ll Do

• Manage long-term capacity and staffing plans across multiple contact center channels.
• Develop and maintain workforce forecasts based on volumes, trends, staffing, shrinkage, and business initiatives.
• Analyze workforce data and translate insights into clear, actionable recommendations.
• Create staffing scenarios and recommend solutions when business needs or priorities change.
• Present forecasts and staffing recommendations to Director and Senior Director-level stakeholders.
• Partner with Finance and business teams to support workforce and budget planning.
• Use Excel, SQL, and WFM tools to analyze data and maintain forecasting models.
• Respond to ad hoc workforce requests and help identify opportunities to improve processes and planning.

Requirements

• 3–5 years of Workforce Management experience, ideally in a contact center environment.
• Experience with forecasting and capacity/staffing planning, preferably long-term.
• Advanced Excel skills are required.
• Strong analytical and problem-solving skills with the ability to identify trends and make data-driven recommendations.
• Strong written and verbal communication skills, with confidence presenting to leadership.
• Ability to work independently, prioritize changing business needs, and proactively communicate opportunities or risks.
• Fluent English required.
• Experience with SQL and WFM platforms such as IEX is preferred.
• Knowledge of Erlang C, Cisco, Avaya, or similar contact center tools/methodologies is a plus.
• Bachelor’s degree preferred.

Competitive compensation and benefits package:

1. Competitive salary and performance-based bonuses
2. Comprehensive benefits package
3. Career development and training opportunities
4. Flexible work arrangements (remote and/or office-based)
5. Dynamic and inclusive work culture within a globally renowned group
6. Private Health Insurance
7. Pension Plan
8. Paid Time Off
9. Training & Development

Note: Benefits differ based on employee level.

By applying for this position, candidates acknowledge and agree that:

Personal Data Processing: The personal data provided during the recruitment and selection process will be collected, processed, and retained for legitimate recruitment and compliance purposes, in accordance with applicable data protection and privacy laws and FBS internal policies.

Legal Authorization to Work: Employment with FBS is conditional upon the candidate having valid, local legal authorization to work in the country where the role is based at the time of hire. FBS does not sponsor or obtain work authorization unless explicitly stated.

Exclusivity of Employment and Conflict of Interest: Upon acceptance of an offer and during employment with FBS, employees will not be permitted to engage in parallel employment, professional activities, or paid work for other entities. Any ownership, partnership, directorship, or participation in other businesses or companies must be fully disclosed and formally reviewed in accordance with FBS internal conflict‑of‑interest and external engagement policies prior to the start date or as soon as such circumstances arise.

Failure to comply with these conditions may impact the hiring decision or employment continuation.