FBS Customer Service Manager (Call Center)

capgemini-insurance

Aguascalientes, Aguascalientes, Mexico · Aguascalientes · Mexico

Posted Jul 19, 2026

Full-time
Support Functions
Mid-Senior level

Job description

Our Client is one of the United States’ largest insurers, providing a wide range of insurance and financial services products with gross written premiums well over US$25 Billion (P&C). They proudly serve more than 10 million U.S. households with more than 19 million individual policies across all 50 states through the efforts of over 48,000 exclusive and independent agents and nearly 18,500 employees. Finally, our Client is part of one the largest Insurance Groups in the world. Job SummaryManage assigned team members to maximize positive customer experience for both internal and external customers by identifying, understanding, and resolving inquiries. Focuses on risk acceptability guidelines and favorable profitable business results. Leads assigned team members to maximize team performance and company results. Effectively communicate company strategies related to products and philosophies to team members and monitors team’s understanding. Maintains risk selection and financial control integrity by reviewing and analyzing individual team member performance. Inspires, develops and mentors assigned team members, and employees in other units as requested.Job FunctionsMonitors all aspects of team performance, including but not limited to, customer experience, work product quality, efficiency, and compliance with established company and regulatory guidelines. Creates and implements plans to constantly improve team performance and develop individual team member skill sets.Accountable for ensuring team members meet individual and team performance goals. Responsible for regularly communicating individual performance to each team member and providing team performance information to assigned Manager or Director. Interacts with and responds to customer inquiries as requested. Partners with other leaders (within and across sites) to develop, pilot and execute improvements (example, process, quality, defect reduction, lead special projects). Maintains thorough, up-to-date, working knowledge of established procedures, methods, contractual provisions, and regulatory requirements. Continues to build personal skill set by participating in in-house or outside in surance / industry-related courses / seminars as deemed necessary to expand product / system/ process knowledge. Understands, supports, and advocates organization’s overall strategy. Models, promotes and advocates Farmers core values. Performs other duties as assigned. RequirementsHigh School Diploma or equivalent required. Bachelor's degree preferred.2+ years of experience in a leadership role within a Call Center, preferrable within Customer ServiceFluent EnglishAvailability to work on site in AguascalientesNote: Relocation is not offeredBenefitsCompetitive compensation and benefits package:1. Competitive salary and annual performance-based bonus2. Comprehensive benefits package: Grocery vouchers, saving funds, SGMM, etc.3. Dynamic and inclusive work culture within a globally renowned group4. Private Health Insurance5. Training & DevelopmentNote: Benefits differ based on employee level.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.

Job Summary

Manage assigned team members to maximize positive customer experience for both internal and external customers by identifying, understanding, and resolving inquiries. Focuses on risk acceptability guidelines and favorable profitable business results. Leads assigned team members to maximize team performance and company results. Effectively communicate company strategies related to products and philosophies to team members and monitors team’s understanding. Maintains risk selection and financial control integrity by reviewing and analyzing individual team member performance. Inspires, develops and mentors assigned team members, and employees in other units as requested.

Job Functions

Monitors all aspects of team performance, including but not limited to, customer experience, work product quality, efficiency, and compliance with established company and regulatory guidelines.
Creates and implements plans to constantly improve team performance and develop individual team member skill sets.
Accountable for ensuring team members meet individual and team performance goals.
Responsible for regularly communicating individual performance to each team member and providing team performance information to assigned Manager or Director.
Interacts with and responds to customer inquiries as requested.
Partners with other leaders (within and across sites) to develop, pilot and execute improvements (example, process, quality, defect reduction, lead special projects).
Maintains thorough, up-to-date, working knowledge of established procedures, methods, contractual provisions, and regulatory requirements.
Continues to build personal skill set by participating in in-house or outside in surance / industry-related courses / seminars as deemed necessary to expand product / system/ process knowledge.
Understands, supports, and advocates organization’s overall strategy.
Models, promotes and advocates Farmers core values.
Performs other duties as assigned.

Requirements

High School Diploma or equivalent required. Bachelor's degree preferred.
2+ years of experience in a leadership role within a Call Center, preferrable within Customer Service
Fluent English
Availability to work on site in Aguascalientes

Note: Relocation is not offered

Benefits

Competitive compensation and benefits package:

1. Competitive salary and annual performance-based bonus

2. Comprehensive benefits package: Grocery vouchers, saving funds, SGMM, etc.

3. Dynamic and inclusive work culture within a globally renowned group

4. Private Health Insurance

5. Training & Development

Note: Benefits differ based on employee level.

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.

Get the future you want At Capgemini, we are driven by a shared purpose: Unleashing human energy through technology for an inclusive and sustainable future.Technology shapes the way we live our lives. How we work, learn, move and communicate. That means our technology expertise, combined with our business knowledge, does more than help you transform and manage your business. It can help you realize a better future and create a more sustainable, inclusive world.It’s a responsibility we don’t take lightly. That’s why, since our inception more than 50 years ago, we have always acted as a partner to our clients, not a service provider. A diverse collective of nearly 350,000 strategic and technological experts across more than 50 countries, we are all driven by one shared passion: to unleash human energy through technology.As we leverage cloud, data, AI, connectivity, software, digital engineering, and platforms to address the entire breadth of business needs, this passion drives a powerful commitment. To unlock the true value of technology for your business, our planet, and society at large. From advancing the digital consumer experience, to accelerating intelligent industry and transforming enterprise efficiency, we help you look beyond ‘can it be done?’ to define the right path forward to a better future.

Get the future you want

At Capgemini, we are driven by a shared purpose: Unleashing human energy through technology for an inclusive and sustainable future.

Technology shapes the way we live our lives. How we work, learn, move and communicate. That means our technology expertise, combined with our business knowledge, does more than help you transform and manage your business. It can help you realize a better future and create a more sustainable, inclusive world.

It’s a responsibility we don’t take lightly. That’s why, since our inception more than 50 years ago, we have always acted as a partner to our clients, not a service provider. A diverse collective of nearly 350,000 strategic and technological experts across more than 50 countries, we are all driven by one shared passion: to unleash human energy through technology.

As we leverage cloud, data, AI, connectivity, software, digital engineering, and platforms to address the entire breadth of business needs, this passion drives a powerful commitment. To unlock the true value of technology for your business, our planet, and society at large. From advancing the digital consumer experience, to accelerating intelligent industry and transforming enterprise efficiency, we help you look beyond ‘can it be done?’ to define the right path forward to a better future.