Project Manager

This is a fully remote position, open to applicants in Mexico.

📋 Description

• Assume responsibility for the daily management and execution of designated BPO projects.

• Collaborate closely with clients to comprehend their needs, expectations, priorities, and concerns.

• Establish and nurture strong professional relationships with clients.

• Identify and resolve issues impacting client satisfaction or project performance.

• Monitor project and operational KPIs.

• Work in conjunction with Team Leads and internal teams regarding performance, quality, productivity, attendance, and service delivery issues.

• Handle operational escalations until resolution.

• Provide project updates, challenges, risks, and action plans to leadership and clients.

• Keep track of action items, deadlines, deliverables, and follow-ups.

• Analyze performance data to identify trends, challenges, and opportunities for improvement.

• Support coaching, accountability, and performance enhancement initiatives.

• Ensure adherence to client processes, requirements, and expectations.

• Enhance processes, efficiency, and the overall client experience.

• Collaborate with internal stakeholders to address issues and maintain project momentum.

• Offer insights into project health, performance, and potential risks.

• Report directly to the Senior Client Success Manager / Mexico Head of Operations.

⛳️ Requirements

• Demonstrated experience in a BPO environment.

• Prior experience in managing BPO projects, programs, accounts, teams, or operational initiatives.

• In-depth understanding of KPIs, performance metrics, and operational targets.

• Experience interacting directly with clients or supporting Client Success.

• Exceptional verbal and written communication skills in English.

• Strong organizational abilities and meticulous attention to detail.

• Robust problem-solving and escalation management skills.

• Capacity to communicate professionally and confidently with clients and internal stakeholders.

• Experience working with Team Leads, supervisors, agents, or other operational teams.

• Strong follow-through and commitment to accountability.

• Ability to juggle multiple priorities and keep projects on schedule.

• Proactive mindset and confidence to take ownership without needing constant guidance.

• Capability to work independently and effectively in a fully remote setting.

• Access to a Windows 11 PC/laptop.

• Webcam and headset required.

• Stable and reliable fibre internet with a wired connection.

• Backup power solution necessary.

• Proficiency in Microsoft Teams / Office 365.

• Strong written and verbal communication skills in English.

• Submission of an English resume is required.

• Completion of all stages of the hiring process is mandatory.

🏝️ Benefits

• Fully Remote / Work From Home opportunity.

• Position as an Independent Contractor.

• Compensation commensurate with relevant experience and qualifications.

• Opportunity to collaborate closely with senior leadership.

• A role that offers significant ownership and responsibility.

• Chance to directly influence project performance and Client Success.

• A collaborative, international working environment.