FBS - Customer Care Supervisor

Job description

Farmers– where ambition meets opportunity. Farmers is known for more than its unforgettable jingle – it’s a team with a passion for purpose and making a real difference in people’s lives. Farmers employees deliver peace of mind when it matters most. The organization’s results-driven, high-performance culture thrives on creativity, accountability and bold solutions. Here, growth isn’t just a goal – it’s a way of life for both the organization and every individual on the team. Farmers employees tackle challenges head-on, learn from every experience and measure their impact on the customers who trust them. Join us and help power the success of Farmers. As a team member, you’ll collaborate with Farmers’ award-winning workforce, benefit from a culture of innovation and support and contribute to their mission of delivering protection and peace of mind to millions of U.S. customers. Ready to make your mark? Discover Farmers’ vibrant culture and explore career opportunities at . Job Summary The supervisor will be helping and enabling that team toward success in a sales-oriented, metrics-driven environment. Supervises assigned team members to maximize lead qualification quality and pre-sales support effectiveness for Farmers' Direct Business sales pipeline. Focuses on inbound campaign execution, transfer rate, and contact rate performance alongside compliance and risk guidelines. Leads assigned team members to maximize team performance and sales support results. Effectively communicate company strategies related to Direct Business goals and philosophies to team members and monitors team's understanding. Maintains compliance and quality integrity by reviewing and analyzing individual team member performance. Inspires, develops and mentors assigned team members, and employees in other units as requested. Essential Job Functions Monitors all aspects of team performance, including but not limited to, lead qualification quality, transfer rate, contact rate, efficiency, and compliance with established company and telemarketing regulatory guidelines, including TCPA requirements. Creates and implements plans to constantly improve team performance and develop individual team member skill sets in outbound sales support techniques. Accountable for ensuring team members meet individual and team performance goals tied to Direct Business sales pipeline objectives. Responsible for regularly communicating individual performance to each team member and providing team performance information to the assigned Director. Interacts with and responds to customer and lead inquiries as requested. Partners with other leaders (within and across sites) to develop, pilot and execute improvements to lead qualification and outbound campaign processes (example, process, quality, defect reduction, lead special projects). Maintains thorough, up-to-date, working knowledge of established procedures, dialer and CRM tools, contractual provisions, and telemarketing regulatory requirements. Continues to build personal skill set by participating in in-house or outside sales / industry-related courses / seminars as deemed necessary to expand product / system / process knowledge. Understands, supports, and advocates organization's overall Direct Business strategy. Models, promotes and advocates Farmers core values. Performs other duties as assigned. #MEX #FBS #LI-GR1 Education Requirements High School Diploma or equivalent required. Bachelor's degree preferred. Experience Requirements Recent leadership experience required Experience in contact center operations Sales / results orientation Bilingual proficiency in English and Spanish People management Communication Coaching Preferred: Experience in a senior service support or sales support role Experience in outbound calling Experience in insurance or related field preferred Benefits This position offers a competitive compensation and benefits package designed to support your wellbeing, growth, and work–life balance. While specific benefits may vary by country and employee level, offerings generally include competitive salary opportunities, performance-based bonuses, comprehensive benefits, and ongoing training and development resources. Important Hiring Conditions and Disclosures By applying for this position, candidates acknowledge and agree that: • Personal Data Processing: The personal data provided during the recruitment and selection process will be collected, processed, and retained for legitimate recruitment and compliance purposes, in accordance with applicable data protection and privacy laws and FBS internal policies. • Legal Authorization to Work: Employment with FBS is conditional upon the candidate having valid, local legal authorization to work in the country where the role is based at the time of hire. FBS does not sponsor or obtain work authorization unless explicitly stated. • Exclusivity of Employment and Conflict of Interest: Upon acceptance of an offer and during employment with FBS, employees will not be permitted to engage in parallel employment, professional activities, or paid work for other entities. Any ownership, partnership, directorship, or participation in other businesses or companies must be fully disclosed and formally reviewed in accordance with FBS internal conflict‑of‑interest and external engagement policies prior to the start date or as soon as such circumstances arise. Failure to comply with these conditions may impact the hiring decision or employment continuation. About Farmers Insurance "Farmers Insurance ® " and "Farmers ® " are tradenames for a group of insurers providing insurance for automobiles, homes and small businesses and a wide range of other insurance and financial services products. Farmers Insurance Exchange, the largest of the three primary insurers that make up Farmers Insurance, is recognized as one of the largest U.S. companies on the 2025 Fortune 500 list. For more information about Farmers Insurance, visit .