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

• Establish and nurture professional relationships with clients.

• Identify and resolve issues that impact client satisfaction or project outcomes.

• Monitor project and operational 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.

• 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 client experience.

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

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

• Assume responsibility for problems and create practical solutions.

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

⛳️ Requirements

• Must be based in Mexico.

• Demonstrated experience in a BPO environment.

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

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

• Experience collaborating directly with clients or supporting Client Success.

• Excellent verbal and written communication skills in English.

• Strong organizational skills and a keen eye for detail.

• Proficient problem-solving and escalation management skills.

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

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

• Strong follow-through and accountability.

• Capable of managing multiple priorities and keeping projects on schedule.

• Proactive mindset with the confidence to take ownership without constant guidance.

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

• Access to a Windows 11 PC/laptop.

• Must have a webcam and headset.

• Stable and reliable fiber internet with a wired connection.

• Backup power solution is required.

• Familiarity with Microsoft Teams / Office 365.

• Strong written and verbal communication skills in English.

• Submission of an English resume is mandatory.

• Completion of all stages of the hiring process is required.

• Preferred: experience managing BPO projects or accounts for US-based clients.

• Preferred: experience as a primary or secondary client-facing contact.

• Preferred: experience handling client escalations and sensitive situations.

• Preferred: experience in monitoring and enhancing operational KPIs.

• Preferred: experience coordinating multiple teams or departments.

• Preferred: experience with project tracking, reporting, action plans, and deliverables.

• Preferred: experience supporting performance improvement initiatives.

• Preferred: strong understanding of the relationship between employee performance, operational results, and client satisfaction.

• Preferred: experience managing remote teams or projects.

• Preferred: a proven track record of early problem identification and proactive action before escalation.

🏝️ Benefits

• Fully Remote / Work From Home.

• Independent Contractor position.

• Compensation based on relevant experience and qualifications.

• Opportunity to collaborate closely with senior leadership.

• A position with substantial ownership and responsibility.

• Opportunity to directly impact project performance and Client Success.

• A collaborative, international working environment.