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.

• Establish and nurture robust, professional relationships with clients.

• Proactively recognize and resolve issues that may impact client satisfaction or project performance.

• Oversee project and operational KPIs.

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

• Manage operational escalations until resolution.

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

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

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

• Support coaching initiatives, accountability measures, and performance enhancement efforts.

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

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

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

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

• Take ownership of challenges and proactively seek practical solutions.

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

⛳️ Requirements

• Must be based in Mexico.

• Demonstrated experience in a BPO setting.

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

• Strong comprehension of KPIs, performance metrics, and operational goals.

• Experience in direct client engagement or supporting Client Success.

• Exceptional verbal and written communication skills in English.

• Strong organizational abilities and meticulous attention to detail.

• Proficient 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 commitment to follow-through and accountability.

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

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

• Capacity to work independently and effectively in a completely remote setting.

• Possession of a Windows 11 PC/laptop.

• Access to a webcam and headset.

• Reliable, stable fibre internet connection with a wired setup.

• Backup power solution in place.

• Familiarity with Microsoft Teams / Office 365.

• Strong written and verbal communication skills in English.

• Submission of a resume in English.

• Completion of all stages of the hiring process: English Resume Review, Pre-Screen Questionnaire, One-Way Video Interview, and Live Interview.

🏝️ Benefits

• Fully remote work / 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 in the role.

• Chance to directly influence project performance and Client Success.

• Collaborative and international working environment.