# FBS - Customer Care Director - CDMX

**Company**: Capgemini
**Location**: Mexico City
**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/ed6NcHcpFXX7qcbPyxfScm/fbs---customer-care-director---cdmx-in-mexico-city-at-capgemini?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_8abd96ac-716

## Description

We are seeking a Customer Care Director to lead our Farmers Insurance service brands' contact center in Mexico City. You will be responsible for end-to-end contact center performance, including service delivery, workforce strategy, quality assurance, and data-driven operational decision making.

Key Responsibilities:

- Define and execute the CAS service delivery strategy

- Lead end-to-end Contact Center operations

- Oversee performance through KPIs, SLAs, scorecards, and workforce planning

- Drive customer experience, quality, and continuous improvement

- Implement data-driven decision making

- Lead, coach, and develop teams

- Support scaling and continuous improvement of existing operations

Requirements:

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

- Team size: ~120 FTEs or more

- Data-driven mindset with KPI and performance management expertise

- Strong people leadership and operational management experience

- Fluent English

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

- Project Management - Intermediate

- Management Reporting - Intermediate

- Salesforce - Plus

- Exposure to advanced analytics tools - Plus

Benefits:

- Competitive salary and performance-based bonuses

- Comprehensive benefits package

- Career development and training opportunities

- Flexible work arrangements

- Dynamic and inclusive work culture

- Private Health Insurance

- Pension Plan

- Paid Time Off

- Training & Development

## Skills

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

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

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Source: [Apply at jobs.workable.com](https://jobs.workable.com/view/ed6NcHcpFXX7qcbPyxfScm/fbs---customer-care-director---cdmx-in-mexico-city-at-capgemini?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)