Job Family Group:
Business Support Group
Job Description:

As bp transitions to an integrated energy company, we must adapt to a changing world and maintain competitive performance. bp’s customers & products (C&P;) business area is setting up a Business and Technology Centre (BTC) in Santa Fe, Mexico City. This will support the delivery of an enhanced customer experience and drive innovation by building integral capabilities at scale, leveraging technology, and developing deep expertise. The BTC will be a core and connected part of our business, bringing together colleagues who report into their respective part of C&P;, working together with other functions across bp. This is an exciting time to join bp and the customers & products BTC.

Now a part of the bp portfolio, Travel Centers of America (TA) is the largest publicly traded full-service truck stop and travel center company in the United States. TA is focused on growing its network of travel centers. For more than 50 years, millions of professional truck drivers and motorists have called our travel centers home,



depending on us daily for fuel, food, truck maintenance and essential services.

The role is a supervisory role overseeing the day to day performance of the Customer Service Representatives. This position interacts with professional truck drivers, field personnel, and TA Support Center staff. Extensive computer duties and estimated 25% of time on phone handling critical issue calls.

IMPORTANT Please submit your CV in English

Key accountabilities

• 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.
• Ensu

📌 Customer Service Lead (Ciudad de México)
🏢 BP
📍 Ciudad de México