FBS Senior Operations Analyst

FBS – Farmer Business Services is part of Farmers operations with the purpose of building a global approach to identifying, recruiting, hiring, and retaining top talent. By combining international reach with US expertise, we build diverse and high-performing teams that are equipped to thrive in today’s competitive marketplace.

We believe that the foundation of every successful business lies in having the right people with the right skills. That is where we come in—helping Farmers build a winning team that delivers consistent and sustainable results.

Since we don’t have a local legal entity, we’ve partnered with Capgemini, which acts as the Employer of Record. Capgemini is responsible for managing local payroll and benefits.

What to expect on your journey with us:

• A solid and innovative company with a strong market presence

• A dynamic, diverse, and multicultural work environment

• Leaders with deep market knowledge and strategic vision

• Continuous learning and development

The Team

The Workforce Management team manages the day-to-day management of call center functions to ensure operations delivers on its daily/weekly/monthly call handling objectives.  We work as liaisons in finance and business operations to ensure our staffing aligns with forecasted call volume as well as maintaining oversight over intraday performance, ensuring that the right resources are scheduled at the right time to and that they are doing the right thing (what they are scheduled for).

As a Senior Operations Analyst, you will:

• Support driving operational efficiencies through improvements to the systems
• Monitor call volume by interval real time
• Focus on proactive forecasting
• Real time WFM metrics (AUX, unplanned shrink)

Key Responsibilities

• Guide and facilitate cross functional teams in the development and implementation of business solutions
• Analyze operational information to understand the impact of business initiatives on operational functions
• Perform project management and analytics as necessary, including the ability to identify trends and make recommendations as to operating procedures that can improve results.

Requirements

• Over 4 years of experience in a similar role
• Bachelor's degree preferred in Mathematics, Statistics, Business, or related field.
• Fluency in English
• Availability to work from 1:00 to 10:00 pm BRT

Other Critical Skills

• Forecasting
• Management Reporting
• Exploratory Analysis (Data Analytics)

Software / Tool Skills

• Excel - Intermediate/Advanced
• Power BI (Highly Preferred)
• SQL (Highly Preferred)
• NICE WFM
• Cisco or Telephony/Contact Center System (Highly Preferred)

Please note that resumes must be submitted in English

Benefits

This position comes with a competitive compensation and benefits package.

• A competitive salary and performance-based bonuses.
• Comprehensive benefits package.
• Flexible work arrangements (remote and/or office-based).
• You will also enjoy a dynamic and inclusive work culture within a globally renowned group.
• Private Health Insurance.
• Paid Time Off.
• Training & Development opportunities in partnership with renowned companies.