# FBS - Customer Care Director / Call Center Director

**Company**: Capgemini
**Location**: Aguascalientes, Aguascalientes
**Work arrangement**: onsite
**Experience**: senior
**Job type**: full-time
**Category**: Operations
**Industry**: Consulting
**Wikidata**: https://www.wikidata.org/wiki/Q1034621

**Apply**: https://jobs.workable.com/view/nLEh8SLjivyLv5GhjTSkFw/fbs---customer-care-director-%2F-call-center-director-in-aguascalientes-at-capgemini?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_2096bd72-067

## Description

FBS – Farmer Business Services is part of Farmers operations with the purpose of building a global approach to identifying, recruiting, hiring, and retaining top talent.

By combining international reach with US expertise, we build diverse and high-performing teams that are equipped to thrive in today’s competitive marketplace.

We believe that the foundation of every successful business lies in having the right people with the right skills. That is where we come in,helping Farmers build a winning team that delivers consistent and sustainable results.

Since we don’t have a local legal entity, we’ve partnered with Capgemini, which acts as the Employer of Record. Capgemini is responsible for managing local payroll and benefits.

## What to Expect

- A solid and innovative company with a strong market presence

- A dynamic, diverse, and multicultural work environment

- Leaders with deep market knowledge and strategic vision

- Continuous learning and development

## Key Responsibilities

- Define and execute the pre-sales support strategy for the Direct Sales operation, encompassing lead qualification, triage, and outbound contact workflows that enable US-based licensed sales representatives to focus on conversion and revenue generation.

- 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.

- Lead the build-out of the operation from scratch, including process design, knowledge transfer, hiring, training, and onboarding.

- Ensure effective resource planning, scalability, and readiness for growth, leading transformation, change management, and process optimization initiatives.

## Requirements

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

- Team size: ~30 FTEs initially, with the possibility of doubling or tripling that number. 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.

## 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

- Competitive salary and performance-based bonuses

- Comprehensive benefits package

- Career development and training opportunities

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

- Dynamic and inclusive work culture within a globally renowned group

- Private Health Insurance

- Pension Plan

- Paid Time Off

- Training & Development

## Skills

### Required
- Microsoft Office
- Power BI
- CRM Analytics
- Project Management
- Management Reporting
- KPI analysis
- Customer service

### Nice to have
- Salesforce
- advanced analytics tools

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Source: [Apply at jobs.workable.com](https://jobs.workable.com/view/nLEh8SLjivyLv5GhjTSkFw/fbs---customer-care-director-%2F-call-center-director-in-aguascalientes-at-capgemini?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)