Project Manager

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

📋 Description

• Assume responsibility for the daily management and execution of allocated BPO projects.

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

• Establish and nurture robust, professional relationships with clients.

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

• Oversee project and operational KPIs.

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

• Handle operational escalations until resolution.

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

• Monitor action items, deadlines, deliverables, and follow-ups.

• Analyze performance data to identify trends, challenges, and areas 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 resolve issues and keep projects progressing.

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

• Take initiative in addressing problems and work proactively towards viable solutions.

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

⛳️ Requirements

• Must be based in Mexico.

• 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 objectives.

• Experience interacting directly with clients or supporting Client Success efforts.

• Excellent verbal and written communication skills in English.

• Strong organizational abilities and keen attention to detail.

• Proficient problem-solving and escalation management capabilities.

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

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

• Strong follow-through and accountability.

• Ability to juggle multiple priorities and keep projects on schedule.

• Proactive attitude and confidence to take initiative without constant guidance.

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

• Access to a Windows 11 PC/laptop.

• Must have a webcam and headset.

• Reliable, stable fibre internet with a wired connection.

• Backup power solution is required.

• Familiarity with Microsoft Teams / Office 365.

• Strong written and verbal communication skills in English.

• An English resume is required.

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

🏝️ Benefits

• Fully Remote / Work From Home opportunity.

• Independent Contractor position.

• Compensation based on relevant experience and qualifications.

• Opportunity to work closely with senior leadership.

• Meaningful ownership and responsibility in your role.

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

• Collaborative, international working environment.