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FBS - Customer Care Supervisor
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Farmers– where ambition meets opportunity.
Farmers is known for more than its unforgettable jingle – it's a team with a passion for purpose and making a real difference in people's lives.
Farmers employees deliver peace of mind when it matters most.
The organization's results-driven, high-performance culture thrives on creativity, accountability and bold solutions.
Here, growth isn't just a goal – it's a way of life for both the organization and every individual on the team.
Farmers employees tackle challenges head‐on, learn from every experience and measure their impact on the customers who trust them.
Join usand help power the success of Farmers.
As a team member, you'll collaborate with Farmers' award‐winning workforce, benefit from a culture of innovation and support and contribute to their mission of delivering protection and peace of mind to millions of U.S. customers.
The supervisor will be helping and enabling that team toward success in a sales‐oriented, metrics‐driven environment.
Supervises assigned team members to maximize lead qualification quality and pre‐sales support effectiveness for Farmers' Direct Business sales pipeline.
Focuses on inbound campaign execution, transfer rate, and contact rate performance alongside compliance and risk guidelines.
Leads assigned team members to maximize team performance and sales support results.
Effectively communicate company strategies related to Direct Business goals and philosophies to team members and monitors team's understanding.
Maintains compliance and quality integrity by reviewing and analyzing individual team member performance.
Inspires, develops and mentors assigned team members,



and employees in other units as requested.
Essential Job Functions
Monitors all aspects of team performance, including but not limited to, lead qualification quality, transfer rate, contact rate, efficiency, and compliance with established company and telemarketing regulatory guidelines, including TCPA requirements.
Creates and implements plans to constantly improve team performance and develop individual team member skill sets in outbound sales support techniques.
Accountable for ensuring team members meet individual and team performance goals tied to Direct Business sales pipeline objectives.
Responsible for regularly communicating individual performance to each team member and providing team performance information to the assigned Director.
Interacts with and responds to customer and lead inquiries as requested.
Partners with other leaders (within and across sites) to develop, pilot and execute improvements to lead qualification and outbound campaign processes (example, process, quality, defect reduction, lead special projects).
Maintains thorough, up‐to‐date, working knowledge of established procedures, dialer and CRM tools, contractual provisions, and telemarketing regulatory requirements.




Continues to build personal skill set by participating in in‐house or outside sales / industry‐related courses / seminars as deemed necessary to expand product / system / process knowledge.
Understands, supports, and advocates organization's overall Direct Business strategy.
Models, promotes and advocates Farmers core values.
Performs other duties as assigned.
#MEX
#FBS
#LI-GR1
Education Requirements
High School Diploma or equivalent required.
Bachelor's degree preferred.
Experience Requirements
Recent leadership experience required
Experience in contact center operations
Sales / results orientation
Bilingual proficiency in English and Spanish
Communication
Coaching
Preferred:
Experience in a senior service support or sales support role
Experience in outbound calling
Experience in insurance or related field preferred
Benefits
This position offers a competitive compensation and benefits package designed to support your wellbeing, growth, and work–life balance.
While specific benefits may vary by country and employee level, offerings generally include competitive salary opportunities, performance‐based bonuses, comprehensive benefits, and ongoing training and development resources.
Important Hiring Conditions and Disclosures
Personal Data Processing:
The personal data provided during the recruitment and selection process will be collected, processed, and retained for legitimate recruitment and compliance purposes, in accordance with applicable data protection and privacy laws and FBS internal policies.
Legal Authorization to Work:
Employment with FBS is conditional upon the candidate having valid, local legal authorization to work in the country where the role is based at the time of hire.
FBS does not sponsor or obtain work authorization unless explicitly stated.
Exclusivi

📌 Fbs - Customer Care Supervisor (Usfce71) (Aguascalientes)
🏢 Farmers Group
📍 Aguascalientes