OurClientis one of the United States’ largest insurers,providinga wide range of insurance and financial services products with gross written premiums well over US$25 Billion (P&C;). They proudly serve more than 10 million U.S. households with more than 19 million individual policies across all 50 states through the efforts of over 48,000 exclusive and independent agents andnearly18,500employees. Finally, ourClientis part of one the largest Insurance Groups in the world.
Job Summary
Supervises assigned team members to maximize positive customer experience for both internal and external customers by identifying, understanding, and resolving inquiries. Focuses on risk acceptability guidelines and favorable profitable business results. Leads assigned team members to maximize team performance and company results. Effectively communicate company strategies related to products and philosophies to team members and monitors team’s understanding. Maintains risk selection and financial control integrity by reviewing and analyzing individual team member performance. Inspires,



develops and mentors assigned team members, and employees in other units as requested.
Job Functions
- Monitors all aspects of team performance, including but not limited to, customer experience, work product quality, efficiency, and compliance with established company and regulatory guidelines.
- Creates and implements plans to constantly improve team performance and develop individual team member skill sets.
- Accountable for ensuring team members meet individual and team performance goals.
- Responsible for regularly communicating individual performance to each team member and providing team performance information to assigned Manager or Director.
- Interacts with and responds to customer inquiries as requested.
- Partners with other leaders (within and across sites) to develop, pilot and execute improvements (example, process, quality, defect reduction, lead special projects).
- Maintains thorough, up-t

📌 FBS Contact Center Supervisor (Ciudad de México)
🏢 Capgemini
📍 Ciudad de México