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 closely with clients to grasp their needs, expectations, priorities, and concerns.

• Develop and sustain strong, professional relationships with clients.

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

• Oversee project and operational KPIs to ensure teams are meeting established expectations.

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

• Manage operational escalations and ensure issues are resolved effectively.

• Clearly communicate project updates, challenges, risks, and action plans to leadership and clients when necessary.

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

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

• Assist in coaching, accountability, and performance enhancement efforts across assigned teams.

• Help ensure that client processes, requirements, and expectations are adhered to consistently.

• Identify opportunities to enhance processes, efficiency, and the overall client experience.

• Collaborate with internal stakeholders to resolve issues and ensure projects progress smoothly.

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

• Take ownership of problems and proactively work toward practical solutions.

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

⛳️ Requirements

• Located in Mexico.

• Demonstrated experience in a BPO environment.

• Prior experience in 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 Client Success support roles.

• Excellent verbal and written communication skills in English.

• Strong organizational abilities and exceptional attention to detail.

• Proficient in problem-solving and escalation management.

• 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 commitment to accountability.

• Capability to manage multiple priorities and maintain project timelines.

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

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

• Windows 11 PC/laptop required.

• Webcam and headset necessary.

• Stable, reliable fiber internet with a wired connection is essential.

• Backup power solution required.

• Proficiency in Microsoft Teams / Office 365.

• Strong written and verbal communication skills in English.

• English resume is mandatory.

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

🏝️ Benefits

• Fully Remote / Work From Home opportunity.

• Independent Contractor position.

• Compensation based on relevant experience and qualifications.

• Opportunity to work closely with senior leadership.

• A role that offers meaningful ownership and responsibility.

• The chance to directly contribute to project performance and Client Success.

• A collaborative, international working environment.