FBS Call Center Supervisor

FBS – Farmer Business Services is part of Farmers 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

Requirements

Summary:

This position supervises an execution support team that delivers operational and administrative assistance to Business Insurance agents and internal partners. The role is accountable for team performance, service quality, and adherence to standardized processes. It ensures consistent, professional, and timely agent-facing support, while maintaining clear boundaries between execution support activities and work requiring licensed expertise. The role operates within a distributed, multi#time zone environment and supports seamless coordination across the broader department.

Responsibilities:

• Lead, coach, and develop a team of execution support representatives.
• Conduct daily team huddles, weekly 1:1s, and periodic performance reviews.
• Manage team performance against defined service and productivity metrics, including call volume, responsiveness, and scheduling outcomes.
• Provide real-time coaching, feedback, and performance improvement guidance.
• Develop and maintain scripts, intake protocols, and standardized workflows across core support workstreams.
• Oversee execution of activities including scheduling, lead distribution, CRM hygiene, campaign support, and scripted outreach.
• Establish and monitor quality assurance standards for agent-facing interactions, ensuring consistency, accuracy, and professionalism.
• Enforce clear boundaries between execution support responsibilities and licensed activities as a core accountability.
• Monitor team interactions and CRM activity to ensure adherence to defined scope.
• Proactively coach and retrain team members to prevent guidance on coverage, pricing, eligibility, or binding decisions, and reinforce consistent escalation practices for licensed inquiries.
• Partner with licensed specialists to ensure seamless transfer of work and information.
• Manage structured handoff processes, including warm transfers, clear communication protocols, and accurate CRM documentation.
• Track service levels for handoffs and ensure clarity of ownership, status updates, and follow-through across workflows.
• Manage staffing, scheduling, and operational coverage across time zones to meet business needs.
• Support recruitment, onboarding, and ramp-up of new team members.
• Ensure operational readiness, including tools, system access, and continuity of service within a distributed team environment.
• Monitor, analyze, and report on operational performance and service metrics. Identify process improvement opportunities, strengthen execution discipline, and provide performance insights and recommendations to leadership.

Benefits

This position comes with a competitive compensation and benefits package.

• A competitive salary and performance-based bonuses.

• Comprehensive benefits package.

• Flexible work arrangements (remote and/or office-based).

• You will also enjoy a dynamic and inclusive work culture within a globally renowned group.

• Private Health Insurance.

• Paid Time Off.

• Training & Development opportunities in partnership with renowned companies.