Project Manager

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

📋 Description

• Assume 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.

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

• Monitor project and operational KPIs.

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

• Manage operational escalations until resolution.

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

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

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

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

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

• Take ownership of issues and proactively pursue practical solutions.

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

⛳️ Requirements

• Experience in the BPO sector is essential.

• Proven track record of working within a BPO environment.

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

• Solid understanding of KPIs, performance metrics, and operational objectives.

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

• Exceptional verbal and written communication skills in English.

• Strong organizational abilities with excellent attention to detail.

• Effective 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 sense of follow-through and accountability.

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

• Proactive mindset and confidence to take ownership without the need for constant oversight.

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

• Windows 11 PC/laptop required.

• Webcam and headset are necessary.

• Stable, reliable fibre internet with a wired connection is essential.

• Backup power solution must be available.

• Familiarity with Microsoft Teams / Office 365.

• Strong written and verbal communication skills in English.

• Submission of an English resume is required.

🏝️ Benefits

• Fully Remote / Work From Home opportunity.

• Position as an Independent Contractor.

• Compensation based on relevant experience and qualifications.

• Opportunity to collaborate closely with senior leadership.

• Meaningful ownership and responsibility over projects.

• Chance to contribute directly to project performance and Client Success.

• Collaborative, international working environment.