Project Manager

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

📋 Description

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

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

• Establish and nurture strong, professional relationships with clients.

• Proactively identify and resolve issues that affect client satisfaction or project outcomes.

• Track project and operational KPIs.

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

• Manage operational escalations until they are resolved.

• Relay project updates, challenges, risks, and action plans to leadership and clients as necessary.

• Monitor action items, deadlines, deliverables, and follow-ups.

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

• Support coaching, accountability, and initiatives for performance enhancement.

• Ensure that client processes, requirements, and expectations are adhered to consistently.

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

• Collaborate with internal stakeholders to address issues and keep projects progressing.

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

• Take ownership of challenges and actively work towards practical solutions.

• Oversee all phases of the hiring process: English resume review, pre-screen questionnaire, one-way video interview, and live interview.

⛳️ Requirements

• BPO experience is a must.

• Demonstrated experience working in a BPO setting.

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

• Strong comprehension of KPIs, performance metrics, and operational targets.

• Experience in direct client interaction or supporting Client Success.

• Exceptional verbal and written communication skills in English.

• Strong organizational abilities and meticulous attention to detail.

• Proficient problem-solving and escalation management skills.

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

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

• Strong follow-through and sense of accountability.

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

• Proactive mindset and confidence to take initiative without constant supervision.

• Capacity to work independently and effectively in a fully remote environment.

• Must have a Windows 11 PC/laptop.

• Required: Webcam and headset.

• Stable, reliable fiber internet with a wired connection.

• Backup power solution is necessary.

• Proficient with Microsoft Teams / Office 365.

• An English resume is required.

• Strong written and verbal communication skills in English are essential.

🏝️ Benefits

• Fully remote / work from home.

• Independent contractor position.

• Compensation based on relevant experience and qualifications.

• Opportunity to work closely with senior leadership.

• A role with significant ownership and responsibility.

• Direct contribution to project performance and Client Success.

• A collaborative, international working environment.