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.

Requirements

Idóneo Candidate Profile:

The ideal 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 required

? Key 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 perform

📌 FBS - Sr. Customer Care Director - CDMX (Ciudad de México)
🏢 Capgemini
📍 Ciudad de México