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.

• Develop and sustain robust, professional relationships with clients.

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

• Monitor project and operational KPIs to verify that teams are meeting established expectations.

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

• Handle operational escalations and ensure that issues are addressed until resolution.

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

• Track action items, deadlines, deliverables, and follow-ups systematically.

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

• Support coaching, accountability, and performance enhancement initiatives across assigned teams.

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

• Identify opportunities for process improvement, efficiency gains, and enhancements to the overall client experience.

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

• Provide regular updates on project health, performance, and potential risks.

• Take ownership of challenges and work proactively towards effective solutions.

⛳️ Requirements

• Located in Mexico.

• Proven experience in a BPO environment.

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

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

• Experience in direct client engagement or supporting Client Success.

• Exceptional verbal and written English communication skills.

• Strong organizational capabilities and keen attention to detail.

• Proficient 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 follow-through and accountability.

• Capacity to manage multiple priorities while keeping projects on track.

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

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

• Windows 11 PC/laptop required.

• Webcam and headset necessary.

• Stable, reliable fiber internet with a wired connection.

• Backup power solution needed.

• Proficiency in Microsoft Teams / Office 365.

• Strong written and verbal English communication skills.

• Resume must be submitted in English.

🏝️ Benefits

• Fully Remote / Work From Home opportunity.

• Independent Contractor position available.

• Compensation commensurate with relevant experience and qualifications.

• Opportunity to collaborate closely with senior leadership.

• A role offering significant ownership and responsibility.

• Contribute directly to project performance and Client Success.

• Work in a collaborative, international environment.