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 requirements, expectations, priorities, and concerns.

• Establish and nurture robust, professional relationships with clients.

• Recognize and resolve issues that may affect client satisfaction or project outcomes.

• Track project and operational KPIs.

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

• Handle operational escalations until resolved.

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

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

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

• Aid in 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 problems and ensure project progression.

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

• Take initiative in solving problems and proactively seek practical solutions.

• 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.

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

• Experience in direct client interaction or supporting Client Success initiatives.

• Excellent verbal and written communication skills in English.

• Strong organizational abilities and exceptional attention to detail.

• Effective problem-solving and escalation management skills.

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

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

• Strong commitment to follow-through and accountability.

• Capacity to manage multiple priorities and maintain project timelines.

• Proactive mindset with the confidence to take ownership without constant guidance.

• Ability to work independently and efficiently in a fully remote setting.

• Windows 11 PC/laptop required.

• Webcam and headset necessary.

• Stable, reliable fiber internet with a wired connection is a must.

• Backup power solution needed.

• Proficiency in Microsoft Teams / Office 365.

• Strong written and verbal communication skills in English.

• An English resume is required.

• Must successfully complete all stages of the hiring process.

🏝️ Benefits

• Fully Remote / Work From Home opportunity.

• Compensation commensurate with relevant experience and qualifications.

• Chance to engage closely with senior leadership.

• A role that offers significant ownership and responsibility.

• Opportunity to directly impact project performance and Client Success.

• A collaborative, international work environment.