Project Manager

This is a fully remote position, open to applicants in Mexico.

📋 Description

• Take charge of the daily management and execution of designated BPO projects.

• Collaborate closely with clients to comprehend their needs, expectations, priorities, and concerns.

• Establish and nurture strong, professional relationships with clients.

• Identify and resolve issues that may affect 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.

• 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 overall client experience.

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

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

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

⛳️ Requirements

• BPO experience is essential.

• Proven track record in a BPO environment.

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

• Strong grasp of KPIs, performance metrics, and operational objectives.

• Experience in direct client interaction or supporting Client Success.

• Exceptional verbal and written English communication skills.

• Strong organizational abilities and meticulous attention to detail.

• Excellent problem-solving skills and ability to manage 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 keep projects on track.

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

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

• Windows 11 PC/laptop required.

• Webcam and headset are necessary.

• Stable and reliable fibre internet with a wired connection is mandatory.

• Backup power solution is required.

• Familiarity with Microsoft Teams / Office 365.

• Proficient written and verbal English communication skills.

• Submission of an English resume is required.

🏝️ Benefits

• Fully Remote / Work From Home opportunity.

• Independent Contractor position.

• Compensation based on relevant experience and qualifications.

• Opportunity to work closely with senior leadership.

• A role that offers significant ownership and responsibility.

• Chance to directly impact project performance and Client Success.

• A collaborative, international working environment.