Title: Workforce Specialist II

Location: United States

Job Description:

We are Farmers - where ambition meets opportunity.

At Farmers, we're not just known for unforgettable jingle - we're a team with a passion for purpose and making a real difference in people's lives. We deliver peace of mind when it matters most. Our results-driven, high-performance culture thrives on creativity, accountability and bold solutions. Here, growth isn't just a goal - it's a way of life for both the organization and every individual on our team. We tackle challenges head-on, learn from every experience and measure our impact on the customers who trust us.

Join an award-winning, equal opportunity employer, where you'll find more than a job - you'll find a supportive community. Enjoy competitive benefits, take part in meaningful volunteer projects, and help shape the future alongside talented colleagues across all backgrounds. At Farmers, helping others is at the heart of what we do.

Ready to make your mark? Discover our vibrant culture and explore career opportunities at www.Farmers.com/careers/corporate. Connect with us on Instagram, LinkedIn and TikTok, and let's build something incredible together!

Job Summary

Execute long term planning (typically 4 weeks to 18+ months or more) including forecasting and scheduling. Partners closely with business stakeholders to optimize staffing capacity and service levels for multiple lines of business. Execute monthly forecasting process to provide insight and recommendations to the budgeting and CAP process.

Essential Job Functions

• Deliver high‑quality analytics and insights by executing ad‑hoc requests driven by changes in tools, underwriting requirements, and evolving business needs, ensuring leaders have timely, accurate data to make informed decisions.
• Evaluate and forecast operational impacts by conducting comprehensive analyses of staffing, workflow, and process changes; translate findings into actionable recommendations that enhance schedule optimization and overall performance.
• Lead structured performance reviews through monthly and quarterly assessments in partnership with Product teams, ensuring alignment on priorities, risks, and business outcomes.
• Influence strategic planning by partnering with director‑ and senior‑level leadership to develop operational strategies, refine forecasts, and provide expert guidance that drives business excellence.
• Foster strong cross‑functional partnerships with vendor teams, Strategic Execution, Finance, UoF, and Compliance to enable seamless collaboration, knowledge sharing, and execution of key initiatives.
• Own long‑term forecasting models (4 weeks to 18+ months) to anticipate workload patterns and shrinkage trends, supporting optimal capacity planning and resource allocation.
• Apply advanced analytical and statistical techniques to identify emerging trends and operational risks; translate complex data into clear, actionable insights to support business strategy.
• Drive service‑level achievement by integrating historical performance, company objectives, and operational initiatives into alternative solutions and recommendations.
• Manage complex long‑term scheduling processes, including shift bids, staffing optimizations, and PTO balance oversight, ensuring fair and efficient scheduling outcomes.
• Partner closely with Finance to contribute to budgeting cycles, develop financial forecasts, and support Capital Appropriation Proposals and other critical business cases.
• Champion continuous improvement by identifying opportunities to streamline workflows, enhance operational efficiency, and update process documentation to reflect industry and internal best practices.
• Represent Workforce Management as a technical subject matter expert on cross‑functional projects and working groups, supporting successful implementation of initiatives and tools.
• Perform other duties as assigned to support departmental and organizational goals.

Physical Actions

• Sits or stands for extended periods of time, up to a full work shift.
• Occasionally reaches overhead and below the knees, including bending, twisting, pulling, and stooping.
• Occasionally moves, lifts, carries, and places objects and supplies weighing 0-10 pounds without assistance. Listens to, interprets, and differentiates auditory information (e.g. others speaking) at normal speaking levels with or without correction.
• Visually verifies and reads information. Visually locates material, resources and other objects.
• Ability to operate a computer for extended periods of time, up to a full work shift.
• Physical dexterity sufficient to use hands, arms, and shoulders repetitively to operate keyboard and other office equipment up to a full work shift.

Physical Environment

This position operates in an open office working environment which will include normal and customary distractions, noise, and interruptions.

Education Requirements

• High school diploma or equivalent required.
• Bachelor's degree preferred.

Experience Requirements

• 3-5 years experience within a Workforce Management role required.
• 4 years contact center experience preferred.
• 3 years demonstrated forecasting experience preferred.

Benefits

• Farmers offers a competitive salary commensurate with experience, qualifications and location.

o CA Only: $81,375 - $137,940

o CO Only: $76,275 - $119,350

o HI/IL/MN/VT Only: $76,275 - $127,490

o MA Only: $76,275 - $127,490

• o MD Only: $76,275 - $137,940

o DC/NJ/NY/OH Only: $76,275 - $137,940

o Albany County, NY/Cleveland, OH: $81,375 - $119,350

o WA Only: $80,168 - $144,875

• Bonus Opportunity (based on Company and Individual Performance)
• 401(k)
• Medical
• Dental
• Vision
• Health Savings and Flexible Spending Accounts
• Life Insurance
• Paid Time Off
• Paid Parental Leave
• Tuition Assistance
• For more information, review "What we offer" on https://www.farmers.com/careers/corporate/#offer

Job Location(s): R_US - United States, US - AZ - Phoenix, US - KS - Kansas City, US - MI - Caledonia, US - MI - Grand Rapids

Workplace: On-site, Hybrid, Remote

Salary Grade: Grade 35

Hiring Manager: Amanda Schreiber

Recruiter Name: Kenyatta Wells

Anticipated application deadline: At Farmers, the recruitment process is designed to ensure that we find the best talent to join our team. As part of this process, we typically close open positions within 8 to 21 days after posting. If you are interested in any of our open positions, we encourage you to submit your application promptly.

Want to learn more about our culture & opportunities? Check out www.Farmers.com/careers/corporate and be sure to follow us on Instagram, LinkedIn, and TikTok.