Project Manager

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

📋 Description

• Assume responsibility for the daily oversight and execution of designated BPO projects.

• Collaborate with clients to gain insights into their needs, expectations, priorities, and concerns.

• Establish and nurture professional relationships with clients.

• Identify and resolve issues that impact client satisfaction or the performance of projects.

• Monitor project and operational key performance indicators (KPIs).

• Coordinate with Team Leads and internal teams regarding performance, quality, productivity, attendance, and service delivery.

• Manage operational escalations until resolution.

• Relay 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 overall client experience.

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

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

• Take initiative in resolving issues and seek practical solutions.

⛳️ Requirements

• Experience in BPO is mandatory.

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

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

• Experience working directly with clients or in Client Success support roles.

• Exceptional verbal and written communication skills in English.

• Strong organizational abilities and keen attention to detail.

• Proficient in problem-solving and managing escalations.

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

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

• Strong commitment to follow-through and accountability.

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

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

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

• Must have a Windows 11 PC or laptop.

• Webcam and headset are required.

• Must possess stable, reliable fibre internet with a wired connection.

• Backup power solution is needed.

• Familiarity with Microsoft Teams / Office 365 is essential.

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

• Submission of an English resume is required.

🏝️ Benefits

• Fully remote / Work from home opportunities.

• Position as an independent contractor.

• Compensation is based on relevant experience and qualifications.

• Opportunity to work closely with senior leadership.

• Meaningful ownership and responsibility in your role.

• Ability to directly contribute to project performance and Client Success.

• A collaborative, international working environment.