FBS - Workforce Specialist II (Call Center)

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

We are seeking a Workforce Specialist II to support workforce planning, forecasting, and scheduling activities within our contact center operations. In this role, you will partner closely with business leaders and operational teams to optimize staffing levels, improve service performance, and support strategic workforce decisions across multiple lines of business.

The ideal candidate has a strong background in Workforce Management (WFM), forecasting, and call center operations. This role requires a highly analytical individual who can interpret workforce trends, develop staffing recommendations, and communicate insights effectively to business stakeholders. Success in this role comes from balancing operational efficiency, customer service objectives, and workforce capacity planning in a dynamic environment.

What You’ll Do

• Develop and maintain long-term workforce forecasts based on business demand, seasonal trends, staffing levels, and operational goals
• Execute forecasting and scheduling processes to ensure optimal staffing and service level performance across multiple business units
• Conduct workforce analysis to evaluate the impact of operational changes, new initiatives, tools, or process updates on staffing requirements
• Provide recommendations and insights to business leaders regarding workforce planning, staffing strategies, and schedule optimization
• Partner with Finance to support budgeting, financial forecasting, capital planning, and business case development
• Build and maintain strong relationships with operational leaders, vendor teams, Strategic Execution, Finance, Compliance, and other key stakeholders
• Analyze call volume trends, workload drivers, shrinkage factors, and workforce performance metrics to support decision-making
• Support complex scheduling activities, including shift bids, PTO planning, and capacity management initiatives
• Participate in monthly and quarterly business reviews to assess forecast accuracy and workforce performance
• Communicate workforce insights, risks, and recommendations to senior leadership and business partners
• Utilize statistical forecasting methods and workforce management tools to improve planning accuracy
• Identify opportunities for process improvements, automation, and operational efficiencies within workforce management practices
• Serve as a subject matter expert on workforce planning and forecasting initiatives within project teams and working groups

• Experience in Workforce Management (WFM) required
• Contact center experience preferred
• Workforce forecasting and capacity planning experience preferred
• Strong experience with workforce forecasting, scheduling, capacity planning, and service level management
• Proficiency with NICE Workforce Management (WFM) systems
• Experience working with Cisco Telephony platforms
• Strong analytical and problem-solving skills with the ability to interpret large volumes of operational data
• Intermediate SQL skills and experience extracting and analyzing workforce data
• Advanced Microsoft Office skills, particularly Excel for reporting and workforce analysis

1. Competitive salary and performance-based bonuses
2. Comprehensive benefits package
3. Career development and training opportunities
4. Flexible work arrangements
5. Dynamic and inclusive work culture within a globally renowned group
6. Private Health and Dental Insurance
7. Pension Plan
8. Meals tickets
9. Life Insurance

Please note: CVs must be submitted in English. Applications in other languages will not be considered.