Project Manager

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

📋 Description

• Oversee the daily operations of designated BPO projects

• Collaborate with clients to grasp their needs, expectations, priorities, and concerns

• Establish and nurture professional relationships with clients

• Detect and resolve issues impacting client satisfaction or project performance

• Track project and operational KPIs

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

• Handle operational escalations until resolution is achieved

• Relay 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 opportunities for improvement

• Assist in coaching, accountability, and performance enhancement efforts

• Ensure adherence to client processes, requirements, and expectations

• Enhance processes, efficiency, and client experience

• Collaborate with internal stakeholders to troubleshoot issues and maintain project momentum

• Provide insights into project health, performance, and risks

• Assume responsibility for challenges and devise effective solutions

⛳️ Requirements

• Residing in Mexico

• Essential BPO experience

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

• Strong grasp of KPIs, performance metrics, and operational targets

• Experience interacting directly with clients or supporting Client Success

• Exceptional verbal and written communication skills in English

• Excellent organizational abilities and keen attention to detail

• Strong problem-solving capabilities and skills in managing escalations

• Professional and confident communication with clients and internal stakeholders

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

• Strong follow-through and sense of accountability

• Ability to juggle multiple priorities and keep projects on schedule

• Proactive mindset with the confidence to take initiative without constant guidance

• Capability 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

• English resume required

• Completion of all stages of the hiring process mandatory

• Preferred: experience in managing BPO projects or accounts for US-based clients

• Preferred: client-facing experience (primary or secondary)

• Preferred: experience handling client escalations and sensitive situations

• Preferred: experience in monitoring and enhancing operational KPIs

• Preferred: coordination of multiple teams or departments to achieve project objectives

• Preferred: familiarity with project tracking, reporting, action plans, and deliverables

• Preferred: experience in supporting performance improvement initiatives

• Preferred: experience in managing remote teams or projects

🏝️ Benefits

• Fully Remote / Work From Home

• Compensation based on relevant experience and qualifications

• Opportunity to collaborate closely with senior leadership

• Meaningful ownership and responsibility

• Chance to contribute directly to project performance and Client Success

• Collaborative, international working environment