FBS - Customer Care Director / Call Center Director

FBS - Farmer Business Services is part of Farmers operations with the purpose of building a global approach to identifying, recruiting, hiring, and retaining top talent. By combining international reach with US expertise, we build diverse and high-performing teams that are equipped to thrive in today’s competitive marketplace.

We believe that the foundation of every successful business lies in having the right people with the right skills. That is where we come in-helping Farmers build a winning team that delivers consistent and sustainable results.

Since we don’t have a local legal entity, we’ve partnered with Capgemini, which acts as the Employer of Record. Capgemini is responsible for managing local payroll and benefits.

What to expect on your journey with us:

• A solid and innovative company with a strong market presence

• A dynamic, diverse, and multicultural work environment

• Leaders with deep market knowledge and strategic vision

• Continuous learning and development

This position leads FBS Mexico's Direct Business Contact Center, responsible for outbound pre-sales operations encompassing lead qualification, triage, and outbound contact workflows that enable Farmers' US-based licensed sales representatives to focus on conversion and revenue generation. The role is accountable for end-to-end contact center performance, including operational execution, workforce strategy, and data-driven decision making. It collaborates cross-functionally with Farmers Direct Business leadership and the FBS Operations Hub to build and scale a new delivery capability aligned with Direct Business sales pipeline goals and service standards.

Key Responsibilities

• Define and execute the pre-sales support strategy for the Direct Sales operation, encompassing lead qualification, triage, and outbound contact workflows that enable US-based licensed sales representatives to focus on conversion and revenue generation.
• 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.
• Lead the build-out of the operation from scratch, including process design, knowledge transfer, hiring, training, and onboarding.
• Ensure effective resource planning, scalability, and readiness for growth, leading transformation, change management, and process optimization initiatives.

Requirements

Ideal Candidate Profile:

The ideal candidate is passionate about operational excellence, automation, and customer-centric innovation, with a strong background in managing large-scale contact center environments.

• 7-9 years of experience required in Customer Care / Contact Centers.
• Team size: ~30 FTEs initially, with the possibility of doubling or tripling that number. 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

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

This position comes with competitive compensation and benefits package:

• Competitive salary and performance-based bonuses
• Comprehensive benefits package
• Career development and training opportunities
• Flexible work arrangements (remote and/or office-based)
• Dynamic and inclusive work culture within a globally reknowned group
• Private Health Insurance
• Pension Plan
• Paid Time Off
• Training & Development

About Capgemini

Capgemini is a global leader in partnering with companies to transform and manage their business by harnessing the power of technology. The Group is guided everyday by its purpose of unleashing human energy through technology for an inclusive and sustainable future. It is a responsible and diverse organization of over 340,000 team members in more than 50 countries. With its strong 55-year heritage and deep industry expertise, Capgemini is trusted by its clients to address the entire breadth of their business needs, from strategy and design to operations, fueled by the fast evolving and innovative world of cloud, data, AI, connectivity, software, digital engineering and platforms. The Group €22.5 billion in revenues in 2023.