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:
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 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
Benefits
Competitive compensation and benefits package:
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Competitive salary and performance-based bonuses
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Comprehensive benefits package
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Career development and training opportunities
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Flexible work arrangements (remote and/or office-based)
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Dynamic and inclusive work culture within a globally renowned group
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Private Health Insurance
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Pension Plan
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Paid Time Off
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Training & Development
Note: Benefits differ based on employee level.
