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

• Establish and nurture robust, professional relationships with clients.

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

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

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

• Manage operational escalations and ensure that issues are resolved effectively.

• Clearly 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 areas for improvement.

• Support coaching, accountability, and performance enhancement efforts within assigned teams.

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

• Identify opportunities to enhance processes, efficiency, and the overall client experience.

• Collaborate with internal stakeholders to address problems and advance project progress.

• Provide consistent visibility into project health, performance, and potential risks.

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

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

⛳️ Requirements

• Demonstrated experience working within a BPO environment.

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

• Strong understanding 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 abilities and meticulous 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 sense of accountability.

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

• Proactive mindset and confidence to take initiative without requiring constant direction.

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

• Access to a Windows 11 PC/laptop.

• Webcam and headset required.

• Stable, reliable fibre internet with a wired connection necessary.

• Backup power solution required.

• Proficiency in Microsoft Teams / Office 365.

• Strong written and verbal communication skills in English.

• Submission of an English resume is mandatory.

• Candidates must complete all stages of the hiring process.

🏝️ Benefits

• Fully Remote / Work From Home.

• Compensation based on relevant experience and qualifications.

• Opportunity to work closely with senior leadership.

• A role with significant ownership and responsibility.

• Chance to directly impact project performance and Client Success.

• A collaborative, international working environment.