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 agile, diverse, and multicultural work environment
- Leaders with deep market knowledge and strategic vision
- Continuous learning and development

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
- 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 fro

📌 Fbs Customer Care Director (Pune)
🏢 Capgemini
📍 Pune