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
Ideal Candidate Profile:

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 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 Skills

Microsoft Office (M365) - Intermediate

Power BI - Intermediate

CRM Analytics and reporting tools from contact center platforms

Experience with KPI analysis (AHT, SLA, FCR, NPS) and operational dashboards required

Project Management - Intermediate

Management Reporting - Intermediate

Salesforce - Plus

Exposure to advanced analytics tools - Plus

Customer center driven / Pristine service

Benefits
Competitive compensation and benefits package:

Competitive salary and performance-based bonuses

Comprehensive benefits package

Career development and training opportunities

Adaptable work arrangements (remote and/or office-based)

Dynamic and inclusive work culture within a globally renowned group

Private Health Insurance

Pension Plan

Paid Time Off

Training & Development

Note: Benefits differ based on employee level.

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📌 FBS - Customer Care Director - CDMX (Nezahualcóyotl)
🏢 Capgemini
📍 Nezahualcóyotl