Project Manager

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

📋 Description

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

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

• Establish and nurture robust, professional relationships with clients.

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

• Oversee project and operational KPIs.

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

• Handle operational escalations until resolution is achieved.

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

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

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

• Assist in 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 ensure project momentum.

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

• Take initiative in addressing problems and proactively seek practical solutions.

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

⛳️ Requirements

• Essential experience in the BPO sector.

• Demonstrated experience in a BPO setting.

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

• Strong knowledge of KPIs, performance metrics, and operational goals.

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

• Exceptional verbal and written communication skills in English.

• Strong organizational abilities and meticulous attention to detail.

• Solid problem-solving and escalation management skills.

• Capacity 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 accountability.

• Ability to manage competing priorities and keep projects on schedule.

• Proactive mindset and confidence to take ownership without the need for constant guidance.

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

• Access to a Windows 11 PC/laptop.

• Webcam and headset required.

• Reliable fibre internet connection with a wired setup.

• Backup power solution necessary.

• Proficient in Microsoft Teams / Office 365.

• Strong written and verbal communication skills in English.

• An English resume is mandatory.

🏝️ Benefits

• Fully Remote / Work From Home opportunity.

• Independent Contractor role.

• Compensation based on relevant experience and qualifications.

• Chance to collaborate closely with senior leadership.

• Meaningful ownership and accountability.

• Opportunity to directly influence project performance and Client Success.

• Collaborative, international working environment.