FBS Contact Center Supervisor

Capgemini; Ciudad de México; Presencial; MXN 260.000 - 380.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Private Health Insurance

Training & Development

Grocery vouchers

Saving funds

SGMM

Dynamic and inclusive culture

Descripción de la vacante

OurClient is recruiting for a Call Center Supervisor to lead a dedicated team on-site in a dynamic insurance services environment. You will monitor performance, drive improvements, and ensure compliance with company and regulatory standards.

The role requires at least 2 years in a supervisor capacity, strong leadership, and fluency in English. Competitive compensation and health benefits accompany this opportunity.

Formación

• 2+ years of experience as a Call Center Supervisor or similar role, preferably within Customer Service.
• Fluent English.
• Availability to work on site.

Responsabilidades

• Monitors all aspects of team performance, including customer experience, work product quality, efficiency, and regulatory compliance.
• Creates and implements plans to improve team performance and develop individual team member skills.
• Accountable for ensuring team members meet performance goals.
• Regularly communicates performance and provides information to management.
• Interacts with and responds to customer inquiries as requested.
• Partners with other leaders to develop, pilot and execute improvements.
• Maintains knowledge of procedures, contracts, and regulatory requirements.
• Participates in courses/seminars to expand product/process knowledge.
• Models and promotes the organization’s core values.

Conocimientos

Fluent English

Educación

High School Diploma or equivalent

Bachelor's degree preferred

Descripción del empleo

OurClientis one of the United States’ largest insurers,providinga wide range of insurance and financial services products with gross written premiums well over US$25 Billion (P&C). They proudly serve more than 10 million U.S. households with more than 19 million individual policies across all 50 states through the efforts of over 48,000 exclusive and independent agents andnearly18,500employees. Finally, ourClientis part of one the largest Insurance Groups in the world.

Job Summary

Supervises assigned team members to maximize positive customer experience for both internal and external customers by identifying, understanding, and resolving inquiries. Focuses on risk acceptability guidelines and favorable profitable business results. Leads assigned team members to maximize team performance and company results. Effectively communicate company strategies related to products and philosophies to team members and monitors team’s understanding. Maintains risk selection and financial control integrity by reviewing and analyzing individual team member performance. Inspires, develops and mentors assigned team members, and employees in other units as requested.

Job Functions

• Monitors all aspects of team performance, including but not limited to, customer experience, work product quality, efficiency, and compliance with established company and regulatory guidelines.
• Creates and implements plans to constantly improve team performance and develop individual team member skill sets.
• Accountable for ensuring team members meet individual and team performance goals.
• Responsible for regularly communicating individual performance to each team member and providing team performance information to assigned Manager or Director.
• Interacts with and responds to customer inquiries as requested.
• Partners with other leaders (within and across sites) to develop, pilot and execute improvements (example, process, quality, defect reduction, lead special projects).
• Maintains thorough, up-to-date, working knowledge of established procedures, methods, contractual provisions, and regulatory requirements.
• Continues to build personal skill set by participating in in-house or outside in surance / industry-related courses / seminars as deemed necessary to expand product / system/ process knowledge.
• Understands, supports, and advocates organization’s overall strategy.
• Models, promotes and advocates Farmers core values.
• Performs other duties as assigned.

• High School Diploma or equivalent required. Bachelor's degree preferred.
• 2+ years of experience as a Call Center Supervisor or similar role, preferrable within Customer Service
• Fluent English
• Availability to work on site

Note: Relocation is not offered

Competitive compensation and benefits package:

• 1. Competitive salary and annual performance-based bonus
• 2. Comprehensive benefits package: Grocery vouchers, saving funds, SGMM, etc.
• 3. Dynamic and inclusive work culture within a globally renowned group
• 4. Private Health Insurance
• 5. Training & Development

Note: Benefits differ based on employee level.