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 strong, professional relationships with clients.

• Recognize and resolve issues impacting client satisfaction or project outcomes.

• 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 resolved.

• Relay project updates, challenges, risks, and action plans to leadership and clients as appropriate.

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

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

• Facilitate coaching, accountability, and performance enhancement initiatives.

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

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

• Collaborate with internal stakeholders to address challenges and advance projects.

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

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

⛳️ Requirements

• Experience in the BPO sector is required.

• Demonstrated background in a BPO environment.

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

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

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

• Exceptional verbal and written communication skills in English.

• Strong organizational abilities and meticulous attention to detail.

• Proficient in problem-solving and managing escalations.

• Capability 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.

• Ability to juggle multiple priorities and maintain project timelines.

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

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

• Windows 11 PC or laptop required.

• Webcam and headset necessary.

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

• Backup power solution must be available.

• Proficiency with Microsoft Teams / Office 365.

• Strong written and verbal communication skills in English are necessary.

• An English resume is required.

• Must successfully complete every stage of the hiring process.

🏝️ Benefits

• Fully remote / work from home opportunity.

• Compensation determined by relevant experience and qualifications.

• Chance to work closely with senior leadership.

• Meaningful ownership and responsibility in your role.

• Opportunity to directly impact project performance and contribute to Client Success.

• Collaborative, international work environment.