Workforce Mgmt Specialist

🚀 Join Our Team as a Workforce Management Specialist!

Are you ready to shape the future of customer service operations? We're looking for a dynamic Workforce Management Specialist to join our high-performing contact center team. If you're passionate about data-driven decision-making, thrive in fast-paced environments, and love solving complex problems, this is your opportunity to make a real impact.

🌟 What You'll Do

As a key player in our Workforce Management (WFM) team, you'll:

• Forecast staffing needs and optimize schedules to meet service goals.
• Monitor real-time performance and make agile adjustments to ensure operational success.
• Analyze call data and trends to drive strategic resource allocation.
• Lead initiatives and support high-visibility projects alongside WFM leadership.
• Serve as a thought partner to department leaders, offering innovative solutions and insights.
• Administer and enhance WFM systems like Genesys and Evolutio, staying ahead of tech trends.

🧠 What You Bring

• Bachelor’s degree or equivalent experience in a specialized field.
• 2–4 years of WFM experience (or 4–6 years with an Associate’s degree).
• Advanced knowledge of Genesys WFM, Microsoft Excel, Access, and SQL-based tools.
• Strong analytical skills and the ability to interpret complex data sets.
• Experience with contact center operations, call routing, and API integrations.
• A collaborative spirit and a proactive mindset—ready to lead and innovate.

💼 Why You'll Love It Here

• Be part of a team that values creativity, agility, and continuous improvement.
• Work independently with the support of experienced leaders.
• Influence key decisions and contribute to a customer-centric culture.
• Enjoy a role that blends technical expertise with strategic thinking.

At MAPFRE, our commitment to care is not just our purpose; it’s the driving force behind everything we do. We care about the things that resonate with the needs of our employees, our customers and the community. 

• For Employees: We cultivate an inspiring and dynamic workplace where collaboration and innovation fuel the success of our high-performing teams. 
• For Customers: In addition to being Massachusetts’ #1 home and auto insurer, we provide unmatched peace of mind to our customers across the U.S. 
• For the Community: Our culture of care extends to impactful community engagement and environmental initiatives locally and globally. 

This is who we are at MAPFRE, and we invite you to be part of a movement that cares deeply and acts boldly. Together, we make a difference. 

Thank you for considering MAPFRE Insurance as part of your career journey. 

We're proud to be rated "A" (Excellent) by A.M. Best Company. We offer property and casualty insurance, working with over 3,000 independent agents and brokers in 11 states. 

If you require an accommodation for a disability so that you may participate in the selection process, you are encouraged to contact the MAPFRE Insurance Talent Acquisition team at talentacquisition@mapfreusa.com.

We are proud to be an equal opportunity employer.