Our Company
Integon Service Co. supports its insurance company affiliates, which offer property and casualty insurance products, including personal auto, homeowners, RV, motorcycle, small business auto insurance and more.
With our Mexico headquarters located in Tijuana, Baja California, at Integon, with over 1000 employees, we continue to grow our portfolio of remote positions that can be filled anywhere in the country. We offer the stability of a large corporation with the flexibility of a remote or hybrid career.
We continue to build a caring and inclusive company culture and are proud to be certified as a Great Place to Work!
What We Offer As a Great Place To Work
- Highly competitive compensation and benefits package
- Paid Time Off (PTO) additional to your vacation days
- Career development and growth opportunities
- Full access to our wellness center and wellness initiatives
- Being part of an international organization with high exposure to multiple teams across North America
Job Summary:
Key Responsibilities:
- Compiles data on call center operations by pulling records from multiple databases, gathering information on a wide range of metrics and building specialized reports to provide a comprehensive view of Call Center performance and relevant statistics
- Interprets records and compiles information by conducting in-depth analysis of call center data, reviewing statistics to ensure validity and identifying patterns and trends to translate raw data into actionable information for the benefit of Call Center leadership
- Assists in crafting monthly, quarterly, and annual reports to be administered to Call Center Leaders to better understand their efficiencies and bottlenecks
- Shares analyses and findings by developing reports,



creating business review presentations and communicating with business leaders to inform on call center operations and provide detailed resources in support of business objectives
- Actively identifies areas for continuous improvement, and communicates ideas on implementing improvements
- Contributes to increased efficiency and effectiveness of call center operations by communicating trends, identifying issues and recommending fact-based strategies to improve workforce management
- Oversees daily activities related to assigned area of responsibility within department
- Develops, interprets, and maintains reporting to monitor agent performance within the Call Center and share findings with necessary leadership and Workforce Management Team to increase efficiency
Supervisory Responsibilities:
This job does not have supervisory duties
Preferred Qualifications:
Education and Experience
- High school diploma or equivalent experience
- 3 or more years of experience
Functional Skills
- Data extraction, analysis and reporting
- Applied knowledge of technology, techniques and methodologies for mining database information
- Proficient in Microsoft Office (Word, Excel, Outlook, PowerPoint)
- Applied knowledge of principles and methodologies for analyzing data from multiple sources and compiling findings into usable reports
- Terminology, function and fundamental capabilities of common computer, software, information and communication technology devices, components, and concepts
- Must possess effective verbal and written communication skills
Integon, a Great Place to Work, provides innovative technology and customer support services to major personal lines insurance providers, including Fortune 100 companies rated A+ (Superior), by A.M. Best, for financial strength.

📌 Workforce Manager (Tijuana)
🏢 Integon Service
📍 Tijuana