Director, Pre-Sales Contact Center

Capgemini; Aguascalientes; Híbrido; MXN 600.000 - 900.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive salary and bonuses

Comprehensive benefits package

Career development and training

Flexible work arrangements (remote and

Private Health Insurance

Pension Plan

Paid Time Off

Training & Development

Descripción de la vacante

Capgemini, acting as the Employer of Record for Farmers operations, leads the setup of FBS Mexico's Direct Business Contact Center. The role focuses on outbound pre-sales, lead qualification, triage, and enabling US-based sales reps to focus on revenue generation.

You will oversee end-to-end contact center operations, drive performance through KPIs, and manage workforce planning with a data-driven approach to scale the new delivery capability.

Formación

• 7-9 years of experience in Customer Care / Contact Centers.
• 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.

Responsabilidades

• Define and execute the pre-sales support strategy for the Direct Sales operation.
• Lead end-to-end Contact Center operations, ensuring service excellence and efficiency.
• Oversee performance through KPIs, SLAs, scorecards, and workforce planning.
• Drive customer experience, quality, and continuous improvement, championing a customer-first culture.
• Implement data-driven decision making, leveraging analytics to optimize performance.
• Lead, coach, and develop teams to build a high-performance culture.
• Lead the build-out of the operation from scratch, including process design, hiring, training, and onboarding.
• Ensure effective resource planning, scalability, and readiness for growth.

Conocimientos

Customer care

KPI analysis

People leadership

Operational management

Fluent English

Herramientas

Power BI

Salesforce

CRM Analytics

MS Office

Descripción del empleo

Capgemini, acting as the Employer of Record for Farmers operations, leads the setup of FBS Mexico's Direct Business Contact Center. The role focuses on outbound pre-sales, lead qualification, triage, and enabling US-based sales reps to focus on revenue generation.

You will oversee end-to-end contact center operations, drive performance through KPIs, and manage workforce planning with a data-driven approach to scale the new delivery capability.