FBS (Mexico) - Customer Care Supervisor

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