Customer Care Director - Contact Center Operations

FBS Customer Care Director

FBS – Farmer Business Services is part of Farmers Insurance operations with the purpose of building a global approach to identifying, recruiting, hiring, and retaining top talent. By combining international reach with US expertise, we build diverse and high-performing teams that are equipped to thrive in today’s competitive marketplace.

We believe that the foundation of every successful business lies in having the right people with the right skills. That is where we come in—helping Farmers build a winning team that delivers consistent and sustainable results.

Since we don’t have a local legal entity, we’ve partnered with Capgemini, which acts as the Employer of Record. Capgemini is responsible for managing local payroll and benefits.

What to expect on your journey with us:

• A solid and innovative company with a strong market presence

• A dynamic, diverse, and multicultural work environment

• Leaders with deep market knowledge and strategic vision

• Continuous learning and development

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.

The role is accountable for end-to-end contact center performance, including operational execution, workforce strategy, and data-driven decision making. It collaborates cross-functionally with CAS leadership and the FBS Operations Hub to build and scale a new delivery capability from the ground up.

Key Responsibilities

• Define and execute the non-voice service delivery strategy for Customer & Agent Solutions, encompassing chat support, alerts preparation and resolution, email, and back-office servicing, in alignment with CAS service standards and customer experience objectives.
• Lead end-to-end Contact Center operations, ensuring service excellence and operational efficiency.
• Oversee performance through KPIs, SLAs, scorecards, and workforce planning, implementing best-in-class workforce management and quality assurance frameworks to meet service level goals.
• Drive customer experience, quality, and continuous improvement, championing a customer-first culture centered on delivering exceptional, frictionless experiences.
• 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.
• Ensure effective resource planning, scalability, and readiness for growth, leading transformation, change management, and process optimization initiatives.

Requirements

The ideal candidate is passionate about operational excellence, automation, and customer-centric innovation, with a strong background in managing large-scale, digital-first contact center environments.

• 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
• Working Hours: Partial overlap with US Central time required; specific schedule to be confirmed during onboarding.

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 required
• Project Management - Intermediate
• Management Reporting - Intermediate
• Salesforce - Plus
• Exposure to advanced analytics tools - Plus
• Customer focused

Benefits

This position comes with competitive compensation and benefits package:

1. Competitive salary and performance-based bonuses
2. Comprehensive benefits package
3. Career development and training opportunities
4. Flexible work arrangements (remote and/or office-based)
5. Dynamic and inclusive work culture within a globally renowned group
6. Private Health Insurance
7. Pension Plan
8. Paid Time Off
9. Training & Development

Experience Level

Executive Level