To support business needs, this position must be based in Tijuana or Mexico City. Please apply only if you are willing to relocate.

About our company

Confie is the largest independent personal lines insurance agency and broker in the United States—serving customers nationwide. In 2010, we established our Shared Services Center in Tijuana, Baja California, creating a world-class operation built to efficiently support our customers, drive innovation, and develop exceptional talent. Since then, our Mexico operation has become a vital extension of our organization, strengthening the work that powers our U.S. business and elevating the experience of customers across all 50 states. Today, more than 1,800 team members—both on-site and remote—help fuel our success with a focus on quality, consistency, and operational excellence.

Our growth reflects a deep investment in technology, continuous improvement, and—most importantly—our people. We foster an inclusive, fast-paced, and collaborative culture where employees are encouraged to grow and build long-term careers with a company shaping the future of insurance.

Learn more at: www.confiemx.com

Job Overview

This position is a critical component to our service levels and customer experience. They will work to understand historical patterns for work arrival and adjust to ensure we are scheduling our staff at the right times.

Job responsibilities and functions

- Data Analysis: By examining large datasets to spot trends and forecast future call volumes, WFM Planner/Scheduler will optimize workforce allocation. Their ability to swiftly make informed decisions ensures operational efficiency and high customer satisfaction levels.
- Forecasting:



Planners predict call volumes and staffing needs accurately, optimizing workforce allocation to meet customer service levels without overstaffing. They use historical data trends and real-time variables, such as marketing campaigns or seasonal changes, to create precise models for future requirements. The Scheduler/Planner has an objective for their forecasts to match actual incoming volumes more than 85% of the time.
- Scheduling: Adjusting workforce schedules to match demand fluctuations ensures optimal staffing levels. A planner’s precision in planning impacts operational efficiency and customer satisfaction directly. Interface with cross functional teams to communicate, facilitate and implement staffing plans. Coordinate with various departments on daily staffing levels and production efficiency. Will develop schedules on time and work with customers if questions or concerns arise.
- Reporting: Compiles summarize and disseminate various reports including, but not limited to; production hours, daily performance summaries, LT/ST forecast analysis. Ad-hoc reporting as requested.

Requirements

- + 3 years of workforce management experience
- Upper intermediate Ms Excel
- Upper intermediate English level (B2+)
- Forecasting (staffing needs)
- Previous experience as a planner in a call center enviroment

Benefits

- Competitive weekly salary
- Legal benefits
- Christmas bonus
- Savings fund
- Profit sharing (PTU)
- Vacation days
- Vacation premium
- Extra paid days off
- Private medical insurance and preventative care
- Friendly work environment
- Financing and discounts at local restaurants and coffee shops
- Growth opportunities

Tipo de puesto: Jornada completa

Idioma:

- Inglés (Obligatorio)

Lugar de trabajo: Empleo presencial

📌 Planning Specialist (call center / workforce) (Monterrey)
🏢 Confie - (Cuenta Madre 2020)
📍 Monterrey