This position is to be one of the leaders of the FBS Mexico's CAS Contact Center, responsible for customer service delivery across Farmers Insurance's service brands, including Farmers, Bristol West and Foremost.
The role is accountable for end-to-end contact center performance, including service delivery, workforce strategy, quality assurance, and data-driven operational decision making.
It collaborates cross-functionally with Farmers CAS leadership and the FBS Operations Hub to meet brand-specific service level targets, customer experience goals, and performance standards.
This role reports to the FBS Operations Hub Leader, with a dotted-line to the Head of Service and Head of Customer Experience.RequirementsIdeal Candidate Profile:The idóneo candidate is passionate about operational excellence, service quality, and continuous improvement, with a strong background in managing large-scale contact center environments.
•7-9 years of experience required in Customer Care / Contact Centers.
•Team size: ~120 FTEs or more.
Supervisors as direct reports.
•Data-driven mindset with KPI and performance management expertise.
•Strong people leadership and operational management experience.
•Fluent English.
Insurance experience is a plus, but not requiredKey Responsibilities•Define and execute the CAS service delivery strategy, encompassing policy servicing, billing support, and customer care workflows that meet brand-specific service level and quality standards.
•Lead end-to-end Contact Center operations, ensuring service excellence and operational efficiency.
•Oversee performance through KPIs, SLAs, scorecards,



and workforce planning, implementing best-in-class workforce management and quality assurance frameworks to meet service level goals.
•Drive customer experience, quality, and continuous improvement, championing a customer-first culture centered on delivering exceptional, frictionless experiences.
•Implement data-driven decision making, leveraging analytics to optimize performance and business outcomes.
•Lead, coach, and develop teams to build a high-performance culture.
•Support the scaling and continuous improvement of existing operations, including process refinement, cohort onboarding, and knowledge transfer.
•Ensure effective resource planning, scalability, and readiness for growth, leading transformation, change management, and process optimization initiatives.Technical & Business SkillsMicrosoft Office (M365) - IntermediatePower BI - IntermediateCRM Analytics and reporting tools from contact center platformsExperience with KPI analysis (AHT, SLA, FCR, NPS) and operational dashboards requiredProject Management - IntermediateManagement Reporting - IntermediateSalesforce - PlusExposure to advanced analytics tools - PlusCustomer center driven / Pristine serviceBenefitsBenefitsCompetitive compensation and benefits package:Competitive salary and performance-based bonusesComprehensive benefits packageCareer development and training opportunitiesFlexible work arrangements (remote and/or office-based)Dynamic and inclusive work culture within a globally renowned groupPrivate Health InsurancePension PlanPaid Time OffTraining & DevelopmentNote: Benefits differ based on employee level.

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