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.

• Develop and sustain robust professional relationships with clients.

• Recognize and resolve issues that impact 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 resolution is achieved.

• Communicate project updates, challenges, risks, and action plans to both leadership and clients.

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

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

• Support initiatives for coaching, accountability, and performance enhancement.

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

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

• Collaborate with internal stakeholders to address challenges and maintain project momentum.

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

• Take initiative in problem-solving and strive for practical solutions.

⛳️ Requirements

• Experience in BPO is essential.

• Proven track record in a BPO environment.

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

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

• Experience in direct client interaction or supporting Client Success.

• Excellent verbal and written communication skills in English.

• Strong organizational abilities and meticulous attention to detail.

• Strong skills in problem-solving and managing escalations.

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

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

• High accountability and follow-through.

• Capability to manage multiple priorities and ensure projects remain on schedule.

• Proactive mindset and self-confidence to take ownership without constant supervision.

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

• Required: Windows 11 PC/laptop.

• Required: Webcam and headset.

• Required: Stable and reliable fibre internet with a wired connection.

• Required: Backup power solution.

• Required: Microsoft Teams / Office 365.

• Required: Strong written and verbal communication skills in English.

• Submission of an English resume is a must.

• Must complete all stages of the hiring process.

• Highly valued: experience managing BPO projects or accounts for US-based clients, handling client-facing contact, managing client escalations, improving operational KPIs, coordinating multiple teams, project tracking and reporting, performance improvement initiatives, and working with remote teams or projects.

🏝️ Benefits

• Fully Remote / Work From Home.

• Independent Contractor position.

• Compensation based on relevant experience and qualifications.

• Opportunity to work closely with senior leadership.

• A role that entails meaningful ownership and responsibility.

• Opportunity to directly influence project performance and Client Success.

• A collaborative, international working environment.