FBS Customer Care Supervisor

Supervises team members to enhance customer experiences for internal and external clientsFocuses on compliance with risk acceptability guidelines and achieving profitable business outcomesLeads team to improve performance and contribute to organizational successEssential Job FunctionsMonitors team performance metrics such as customer experience, work quality, and compliance with regulationsCreates and implements performance improvement plans tailored to individual team member skillsEnsures team members meet individual and collective performance goalsRegularly communicates performance metrics to team members and managementEngages with customer inquiries as neededCollaborates with other leaders to develop and implement process improvements and special projectsMaintains current knowledge of procedures, contractual provisions, and regulatory requirementsParticipates in professional development through industry-related courses and seminarsAdvocates for the organization's overall strategy and core valuesCore CompetenciesBusiness Results: Sets performance standards that align with departmental successInnovation: Actively contributes to process improvements and organizational strategiesCommunication: Adapts communication style to different audiences, effectively clarifying and persuadingJob Knowledge: Possesses in-depth knowledge of contact center processes and customer needsTeamwork: Seeks and incorporates feedback for personal and team growthLeadership: Actively inspires, develops, and mentors team membersRequirementsBachelor's degree preferred3 to 6 years of experience in insurance processes, including BPO/GCC1 to 2 years of experience in a senior service support role, preferably in insurance customer serviceRecent leadership experience requiredFluent in English, both written and spokenExperience in US Property & Casualty Insurance customer service preferredSkills and CapabilitiesStrong people management skillsEffective communication abilitiesCoaching and development skillsSoftware/Tool SkillsExperience with chat and case/alert management platformsFamiliarity with Power BI is desirableBenefitsCompetitive compensation and benefits package:Competitive salary and performance-based bonusesComprehensive benefits packageCareer development and training opportunitiesFlexible work arrangements (remote and/or office-based)Dynamic and inclusive work culture within a globally renowned groupPrivate Health InsurancePension PlanPaid Time OffTraining & DevelopmentNote: Benefits differ based on employee level.About CapgeminiCapgemini is a global leader in partnering with companies to transform and manage their business by harnessing the power of technology. The Group is guided everyday by its purpose of unleashing human energy through technology for an inclusive and sustainable future. It is a responsible and diverse organization of over 340,000 team members in more than 50 countries. With its strong 55-year heritage and deep industry expertise, Capgemini is trusted by its clients to address the entire breadth of their business needs, from strategy and design to operations, fueled by the fast evolving and innovative world of cloud, data, AI, connectivity, software, digital engineering and platforms. The Group €22.5 billion in revenues in 2023.https://www.capgemini.com/us-en/about-us/who-we-are/