FBS Customer Care Director

Role Overview Capgemini, acting as the Employer of Record for Farmer Business Services (FBS), is seeking a customer-centric FBS Customer Care Director in Pune. You will lead the Customer and Agent Solutions Contact Center, building a high-performing team to deliver exceptional non-voice services to the US market. Shape our service delivery strategy and drive digital-first customer experience initiatives from the ground up. Key Responsibilities - Define and execute the non-voice service delivery strategy encompassing chat, email, alerts, and back-office services. - Lead end-to-end Contact Center operations, ensuring performance meets CAS standards and SLAs. - Oversee operational KPIs, scorecard frameworks, quality assurance, and robust workforce planning. - Foster a customer-first culture focused on providing frictionless and high-quality experiences. - Implement data-driven decision-making processes leveraging advanced contact center analytics. - Recruit, train, and mentor customer care teams to maintain a high-performance culture. - Collaborate with CAS leadership and the FBS Operations Hub to design processes and scale capabilities. Required Qualifications - 7 to 9 years of leadership experience in Customer Care or Contact Centers at a Senior Manager or Director level. - Fluent in written and verbal English with excellent business communication skills. - Ability to work flexible hours to ensure partial overlap with US Central Time. - Strong analytical skills with intermediate proficiency in Power BI, MS Office, and CRM tools. - Experience in the insurance, finance, or related industries is highly preferred. Why Join Us Embark on a leadership journey with a solid, innovative company that offers global exposure and continuous learning. Enjoy private health insurance, a pension plan, and a dynamic work culture within a globally renowned group.