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 strong professional relationships with clients.

• Identify 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.

• Handle operational escalations until resolved.

• 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 performance enhancement initiatives.

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

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

• Collaborate with internal stakeholders to troubleshoot issues and keep projects progressing.

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

• Take ownership of challenges and actively seek practical solutions.

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

• Complete the English resume review, pre-screen questionnaire, one-way video interview, and live interview.

⛳️ Requirements

• Must be based in Mexico.

• Demonstrated experience working in a BPO environment.

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

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

• Experience working directly with clients or providing Client Success support.

• Excellent verbal and written communication skills in English.

• Exceptional organizational skills and keen attention to detail.

• Strong problem-solving abilities and skills in managing escalations.

• Capacity to communicate professionally and confidently with clients and internal stakeholders.

• Experience collaborating with Team Leads, supervisors, agents, or other operational teams.

• Strong sense of accountability and follow-through.

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

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

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

• Must have a Windows 11 PC/laptop.

• Required equipment includes a webcam and headset.

• Must have stable, reliable fiber internet with a wired connection.

• Backup power solution is necessary.

• Familiarity with Microsoft Teams and Office 365.

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

• An English resume is mandatory.

• Must complete all stages of the hiring process.

🏝️ Benefits

• Fully remote / Work from home opportunity.

• Independent contractor position.

• Compensation based on relevant experience and qualifications.

• Opportunity to work closely with senior leadership.

• Meaningful ownership and responsibility in your role.

• Chance to directly influence project performance and Client Success.

• A collaborative, international working environment.