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 sustain robust, professional relationships with clients.

• Identify and resolve issues that may affect 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 they are resolved.

• Share project updates, challenges, risks, and action plans with leadership and clients as appropriate.

• Keep track of action items, deadlines, deliverables, and follow-ups.

• Analyze performance data to pinpoint trends, challenges, and areas for improvement.

• Assist in coaching, accountability, and performance enhancement efforts.

• Ensure that client processes, requirements, and expectations are consistently adhered to.

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

• Collaborate with internal stakeholders to troubleshoot problems and ensure project progression.

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

• Take initiative in addressing issues and proactively seek practical solutions.

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

⛳️ Requirements

• Must be located in Mexico.

• Demonstrated experience in a BPO environment.

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

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

• Experience interacting directly with clients or supporting Client Success.

• Exceptional verbal and written English communication skills.

• Strong organizational abilities and keen attention to detail.

• Excellent 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 accountability.

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

• Proactive mindset and the confidence to take initiative without constant supervision.

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

• Must have a Windows 11 PC/laptop.

• Must have a webcam and headset.

• Reliable, stable fiber internet with a wired connection.

• Backup power solution is essential.

• Familiarity with Microsoft Teams / Office 365.

• Strong written and verbal English communication skills are required.

• An English resume is mandatory.

• Must complete all stages of the hiring process.

🏝️ Benefits

• Fully remote / work-from-home opportunity.

• Compensation based on relevant experience and qualifications.

• Chance to work closely with senior leadership.

• Significant ownership and responsibility.

• Opportunity to directly influence project performance and Client Success.

• Collaborative, international work environment.