FBS Customer Service Manager (Call Center)

Capgemini; México; Presencial; MXN 446.000 - 670.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Grocery vouchers

Saving funds

SGMM

Private Health Insurance

Training & Development

Descripción de la vacante

FBS is hiring for a leadership role in its on-site Call Center in Aguascalientes. You will manage and mentor team members to optimize customer experiences while ensuring quality, efficiency, and regulatory compliance.

Role requires 2+ years in a call center leadership position, fluent English, and the ability to work on-site. Competitive benefits and ongoing training are provided to support growth.

Formación

• 2+ years of experience in a leadership role within a Call Center, preferably within Customer Service.
• Fluent English is required.
• Availability to work on site in Aguascalientes.

Responsabilidades

• Monitors all aspects of team performance, including customer experience, work product quality, efficiency, and compliance with guidelines.
• Creates and implements plans to constantly improve team performance and develop member skill sets.
• Accountable for ensuring team members meet individual and team performance goals.
• Regularly communicates individual performance to each team member and provides performance 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, methods, and regulatory requirements.
• Pursues training and development to expand product/process knowledge.
• Understands and supports the organization’s strategy.
• Models the company values.
• Performs other duties as assigned.

Conocimientos

Leadership experience

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.

Note: This job is based in Aguascalientes on site

Job Summary

Manage 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 in a leadership role within a Call Center, preferrable within Customer Service
• Fluent English
• Availability to work on site in Aguascalientes

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.

By applying for this position, candidates acknowledge and agree that:

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.

Exclusivity of Employment and Conflict of Interest: Upon acceptance of an offer and during employment with FBS, employees will not be permitted to engage in parallel employment, professional activities, or paid work for other entities. Any ownership, partnership, directorship, or participation in other businesses or companies must be fully disclosed and formally reviewed in accordance with FBS internal conflict‑of‑interest and external engagement policies prior to the start date or as soon as such circumstances arise.

Failure to comply with these conditions may impact the hiring decision or employment continuation.