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 comprehend their needs, expectations, priorities, and concerns.

• Establish and nurture robust professional relationships with clients.

• Identify and resolve issues impacting client satisfaction or project execution.

• 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.

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

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

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

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

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

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

• Work collaboratively with internal stakeholders to address problems and maintain project momentum.

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

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

⛳️ Requirements

• 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 targets.

• Experience interacting directly with clients or supporting Client Success.

• Excellent verbal and written communication skills in English.

• Strong organizational capabilities and keen attention to detail.

• Proficient 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 sense of accountability.

• Capacity to juggle multiple priorities while keeping projects on track.

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

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

• Access to a Windows 11 PC/laptop.

• Webcam and headset availability.

• Stable and reliable fibre internet with a wired connection.

• Backup power solution.

• Familiarity with Microsoft Teams / Office 365.

• Strong written and verbal communication skills in English.

• Submission of an English resume is mandatory.

• All candidates must complete every stage of the hiring process.

🏝️ Benefits

• Fully Remote / Work From Home.

• Independent Contractor position.

• Compensation based on relevant experience and qualifications.

• Opportunity to collaborate closely with senior leadership.

• Meaningful ownership and responsibility.

• Opportunity to make a direct contribution to project performance and Client Success.

• Collaborative, international working environment.