FBS - Customer Care Director - CDMX

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