Customer Service Lead - Hybrid Role & Growth

BP Business Solutions India Private Limited; Ciudad de México; Híbrido; MXN 290.000 - 402.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Life & health insurance

Meal vouchers

Annual bonus

Pension plan

Learning opportunities

Descripción de la vacante

bp is establishing a Business and Technology Centre in Santa Fe, Mexico City, to support customer experience and drive innovation across C&P. The role is supervisory, overseeing Customer Service Representatives and handling inbound calls while coordinating with TA staff.

Located in Santa Fe with a hybrid schedule (office three days a week, 10:00–7:00). Strong English, supervisory experience, and proficiency in Microsoft Office are required. Travel is not expected.

Formación

• High School diploma required with any advanced degree or equivalent experience as a plus.
• Previous supervisory experience is desirable
• Prior customer service experience
• Intermediate Microsoft Office Skills (Word, Excel, and PowerPoint)
• Advanced English proficiency is a must

Responsabilidades

• Main point of contact for Customer Service Representatives.
• Handle increased calls, complaints, and questions when presented.
• Be available on the phones for a minimum of 25% of their time for the month.
• Monitor queue and track inbound calls. Keep agents aware of inbound calls, calls waiting, and abandon rate.
• Maintain the highest level knowledge of all aspects of Customer Service Center policies, guidelines, procedures and programs related to TA.
• Ensure that employees follow their schedules as assigned. Keep track of employee attendance, daily statistics, paid time off, sick time, etc.
• Review team and individual KPI's to ensure optimal performance.
• Perform live monitoring quality audits of team members.

Conocimientos

Agility

Analytical Thinking

Business Process

Commercial Acumen

Communication

Conflict Management

Creativity

Customer Focus

Customer Experience

Customer Service

Customer Support

Digital Fluency

Resilience

Self-Awareness

Sustainability

Emotion Understanding

Workload Prioritization

Educación

High School diploma

Herramientas

Microsoft Office

Descripción del empleo

bp is establishing a Business and Technology Centre in Santa Fe, Mexico City, to support customer experience and drive innovation across C&P. The role is supervisory, overseeing Customer Service Representatives and handling inbound calls while coordinating with TA staff.

Located in Santa Fe with a hybrid schedule (office three days a week, 10:00–7:00). Strong English, supervisory experience, and proficiency in Microsoft Office are required. Travel is not expected.