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 grasp their needs, expectations, priorities, and concerns.

• Foster and sustain strong, professional relationships with clients.

• Identify and resolve issues that impact client satisfaction or project performance.

• Monitor project and operational key performance indicators (KPIs).

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

• Manage operational escalations until resolution.

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

• Track 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 overall client experience.

• Collaborate with internal stakeholders to address challenges and ensure project continuity.

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

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

⛳️ Requirements

• Must be based in Mexico.

• Demonstrated experience in a BPO setting.

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

• Strong grasp of KPIs, performance metrics, and operational objectives.

• Experience engaging directly with clients or supporting Client Success initiatives.

• Exceptional verbal and written communication skills in English.

• Strong organizational abilities coupled with acute attention to detail.

• Proficient problem-solving and escalation management capabilities.

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

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

• Strong follow-through and sense of accountability.

• Capability to manage multiple priorities while keeping projects on schedule.

• Proactive mindset and confidence to take ownership without needing continuous direction.

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

• Access to a Windows 11 PC/laptop.

• Availability of a webcam and headset.

• Stable, reliable fiber internet with a wired connection.

• Backup power solution.

• Familiarity with Microsoft Teams / Office 365.

• Strong written and verbal English communication skills.

• English resume is required.

🏝️ Benefits

• Fully remote / Work from home.

• Compensation commensurate with relevant experience and qualifications.

• Opportunity to collaborate closely with senior leadership.

• Meaningful ownership and responsibility.

• Chance to directly impact project performance and Client Success.

• Collaborative, international work environment.