# Execution Support Team Lead

**Company**: Farmer Business Services (FBS)
**Work arrangement**: remote
**Experience**: senior
**Job type**: full-time
**Category**: Operations
**Industry**: Insurance

**Apply**: https://jobs.workable.com/view/admSdKpcNbrWAo5GJBEuek/fbs-call-center-supervisor-in-mexico-city-at-capgemini?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_1f3a8b1d-c61

## Description

FBS, part of Farmers operations, aims to build a global approach to identifying, recruiting, hiring, and retaining top talent. We don't have a local legal entity, so we've partnered with Capgemini as the Employer of Record.

As an Execution Support Team Lead, you will supervise an execution support team that delivers operational and administrative assistance to Business Insurance agents and internal partners. You will be accountable for team performance, service quality, and adherence to standardized processes.

Responsibilities:

- Lead, coach, and develop a team of execution support representatives.

- Conduct daily team huddles, weekly 1:1s, and periodic performance reviews.

- Manage team performance against defined service and productivity metrics.

- Provide real-time coaching, feedback, and performance improvement guidance.

- Develop and maintain scripts, intake protocols, and standardized workflows.

- Oversee execution of activities including scheduling, lead distribution, and CRM hygiene.

- Establish and monitor quality assurance standards for agent-facing interactions.

- Enforce clear boundaries between execution support responsibilities and licensed activities.

- Monitor team interactions and CRM activity to ensure adherence to defined scope.

- Proactively coach and retrain team members to prevent guidance on coverage, pricing, eligibility, or binding decisions.

- Partner with licensed specialists to ensure seamless transfer of work and information.

- Manage structured handoff processes, including warm transfers and clear communication protocols.

- Track service levels for handoffs and ensure clarity of ownership, status updates, and follow-through across workflows.

- Manage staffing, scheduling, and operational coverage across time zones.

- Support recruitment, onboarding, and ramp-up of new team members.

- Ensure operational readiness, including tools, system access, and continuity of service.

- Monitor, analyze, and report on operational performance and service metrics.

Benefits:

- Competitive salary and performance-based bonuses.

- Comprehensive benefits package.

- Flexible work arrangements (remote and/or office-based).

- Dynamic and inclusive work culture within a globally renowned group.

- Private Health Insurance.

- Paid Time Off.

- Training & Development opportunities in partnership with renowned companies.

## Skills

### Required
- leadership
- team management
- performance metrics analysis
- quality assurance
- process development
- CRM management

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Source: [Apply at jobs.workable.com](https://jobs.workable.com/view/admSdKpcNbrWAo5GJBEuek/fbs-call-center-supervisor-in-mexico-city-at-capgemini?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)