Hybrid Customer Service Lead: Grow Team & CX

bp; Ciudad de México; Híbrido; MXN 420.000 - 540.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Meal vouchers

Annual cash bonus

Pension plan

Life & health insurance

Work-life balance

Descripción de la vacante

bp is establishing a Business and Technology Centre in Santa Fe, Mexico City, to support enhanced customer experience and global capabilities. The supervisor will lead Customer Service Representatives, oversee daily performance, and manage KPI tracking and cross-team collaboration in a hybrid work setup.

The role requires prior supervisory and customer service experience, strong English skills, and solid MS Office abilities.

Formación

• High School diploma required; any advanced degree is a plus.
• Previous supervisory experience is desirable.
• Prior customer service experience is required.
• Intermediate Microsoft Office skills (Word, Excel, PowerPoint) are expected.
• 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; inform agents of metrics.
• Maintain knowledge of TA policies, guidelines, and programs.
• Ensure employees follow schedules; track attendance and PTO.
• Review team and individual KPIs for performance.
• Perform live monitoring quality audits of team members.

Conocimientos

Supervisory experience

Customer service

Advanced English

Microsoft Office

Communication

Problem solving

Educación

High School diploma

Herramientas

Word

Excel

PowerPoint

Descripción del empleo

bp is establishing a Business and Technology Centre in Santa Fe, Mexico City, to support enhanced customer experience and global capabilities. The supervisor will lead Customer Service Representatives, oversee daily performance, and manage KPI tracking and cross-team collaboration in a hybrid work setup.

The role requires prior supervisory and customer service experience, strong English skills, and solid MS Office abilities.