Project Manager

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

📋 Description

• Assume responsibility for the daily management and execution of assigned 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 that impact client satisfaction or project outcomes.

• Monitor project and operational KPIs effectively.

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

• Manage operational escalations until resolution.

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

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

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

• Support coaching, accountability, and initiatives aimed at performance enhancement.

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

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

• Collaborate with internal stakeholders to troubleshoot issues and advance project goals.

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

• Take ownership of challenges and pursue effective solutions.

• 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 understanding of KPIs, performance metrics, and operational objectives.

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

• Exceptional verbal and written communication skills in English.

• Strong organizational abilities and meticulous attention to detail.

• Proficient problem-solving and escalation-management skills.

• Ability to communicate with professionalism and confidence to clients and internal stakeholders.

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

• Strong follow-through and accountability skills.

• Capability to manage multiple priorities and keep projects on track.

• Proactive mindset and confidence to take ownership without requiring constant guidance.

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

• Windows 11 PC/laptop.

• Webcam and headset.

• Stable, reliable fiber internet with a wired connection.

• Backup power solution.

• Proficient in Microsoft Teams / Office 365.

• Strong written and verbal communication skills in English.

• Submission of an English resume is mandatory.

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

• Experience managing BPO projects or accounts for US-based clients is a plus.

• Experience as a primary or secondary client-facing contact is advantageous.

• Experience handling client escalations and sensitive situations is beneficial.

• Experience in monitoring and enhancing operational KPIs is a plus.

• Experience coordinating between multiple teams or departments is advantageous.

• Experience with project tracking, reporting, action plans, and deliverables is beneficial.

• Experience supporting performance improvement initiatives is a plus.

• Experience managing remote teams or projects is advantageous.

🏝️ Benefits

• Fully Remote / Work From Home.

• Independent Contractor position.

• Compensation based on relevant experience and qualifications.

• The opportunity to collaborate closely with senior leadership.

• A role that offers significant ownership and responsibility.

• The chance to make a direct impact on project performance and Client Success.

• A collaborative international work environment.