FBS Customer Care Director

FBS – Farmer Business Services is part of Farmers Insurance operations, partnering with Capgemini as the Employer of Record.

This position leads FBS India's Customer and Agent Solutions Contact Center, responsible for non-voice service delivery encompassing chat support, alerts preparation and resolution, email, and back-office servicing aligned with CAS service standards and customer experience objectives.

Key Responsibilities:

• Define and execute the non-voice service delivery strategy for Customer & Agent Solutions
• Lead end-to-end Contact Center operations, ensuring service excellence and operational efficiency
• Oversee performance through KPIs, SLAs, scorecards, and workforce planning
• Drive customer experience, quality, and continuous improvement
• 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

Requirements:

• 7-9 years of experience required in Customer Care / Contact Centers as a Senior Manager / Director level responsibility
• Full English Fluency
• Working Hours Flexibility, this position reports to the US market
• Insurance Experience PLUS, Finance or similar are highly coveted
• Recruit, train and develop high performing teams in customer service

Technical & Business Skills:

• Microsoft Office (M365)
• Power BI
• CRM Analytics and reporting tools from contact center platforms
• Experience with KPI analysis (AHT, SLA, FCR, NPS) and operational dashboards required
• Project Management
• Management Reporting
• Salesforce
• Exposure to advanced analytics tools

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