# FBS - Workforce Specialist II

**Company**: Capgemini
**Location**: Mexico
**Work arrangement**: remote
**Experience**: senior
**Job type**: full-time
**Category**: Operations
**Industry**: Insurance
**Wikidata**: https://www.wikidata.org/wiki/Q1034621

**Apply**: https://jobs.workable.com/view/7pcMKUcNUkU9Urq7CcguDm/remote-fbs---workforce-specialist-ii-in-mexico-at-capgemini?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/job/fbs-workforce-specialist-ii-d1e4b185-b28/

## Description

As a Workforce Specialist II, you'll join our Workforce Management team and help shape how we plan for future staffing needs across our contact center operations.

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.

Your responsibilities will include:

- Managing long-term capacity and staffing plans across multiple contact center channels.

- Developing and maintaining workforce forecasts based on volumes, trends, staffing, shrinkage, and business initiatives.

- Analyzing workforce data and translating insights into clear, actionable recommendations.

- Creating staffing scenarios and recommending solutions when business needs or priorities change.

- Presenting forecasts and staffing recommendations to Director and Senior Director-level stakeholders.

- Partnering with Finance and business teams to support workforce and budget planning.

- Using Excel, SQL, and WFM tools to analyze data and maintain forecasting models.

- Responding to ad hoc workforce requests and helping identify opportunities to improve processes and planning.

To be successful in this role, you'll need:

- 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.

- 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.

- 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.

We offer a competitive compensation and benefits package, including:

- Competitive salary and performance-based bonuses

- Comprehensive benefits package

- Career development and training opportunities

- Flexible work arrangements (remote and/or office-based)

- Dynamic and inclusive work culture within a globally renowned group

- Private Health Insurance

- Pension Plan

- Paid Time Off

- Training & Development

For more fresh new jobs, check out [yubhub.co](https://yubhub.co/).

## Skills

### Required
- Excel
- SQL
- WFM
- analytical skills
- problem-solving skills
- communication skills
- English

### Nice to have
- WFM platforms such as IEX
- Erlang C
- Cisco
- Avaya

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Source: [Apply at jobs.workable.com](https://jobs.workable.com/view/7pcMKUcNUkU9Urq7CcguDm/remote-fbs---workforce-specialist-ii-in-mexico-at-capgemini?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)