FBS (Mexico) - 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 . Location: On Site in Mexico City Job Summary Supervises 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. Essential 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. CORE COMPETENCIES: Business Results – sets the standard for individual performance, metrics and goals while contributing to the overall success of the department. Innovation – identifies, suggests and contributes to innovative process changes to support business practices and organizational strategy. Communication- adapts communication style to audience. Uses communication to clarify, persuade and influence audience. Job Knowledge- advanced understanding of contact center processes and customer needs. Team Work- seeks and accepts feedback to/from others to reach full potential and achieve company goals. Looks for opportunities to improve individual and company performance by identifying and implementing best practices. Leadership- Pursues informal and formal opportunities to inspire, develop and mentor other employees. Education Requirements High School Diploma or equivalent required. Bachelor's degree preferred. Experience Requirements 2+ years of experience as a Call Center Supervisor or similar role, preferrable within Customer Service. Fluent English Availability to work on site in Mexico City Note: Relocation is not offered 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 .