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 grasp their needs, expectations, priorities, and concerns.

• Establish and nurture strong, professional relationships with clients.

• Identify and resolve issues impacting 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.

• Manage operational escalations until resolution.

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

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

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

• Support coaching, accountability, and initiatives for performance enhancement.

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

• Enhance processes, efficiency, and client experience.

• Collaborate with internal stakeholders to address issues and keep projects progressing.

• Provide insight into project health, performance, and risks.

• Take initiative in problem-solving and develop practical 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 goals.

• Experience in direct client interaction or supporting Client Success efforts.

• Exceptional verbal and written English communication skills.

• Excellent organizational skills with a keen attention to detail.

• Strong problem-solving and escalation management capabilities.

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

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

• Strong commitment to follow-through and accountability.

• Capacity to manage multiple priorities and ensure project timelines are met.

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

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

• Access to a Windows 11 PC/laptop.

• Webcam and headset required.

• Stable, reliable fibre internet with a wired connection.

• Backup power solution necessary.

• Proficiency in Microsoft Teams / Office 365.

• Strong written and verbal English communication skills.

• An English resume is required.

• 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.

• A role that entails meaningful ownership and responsibility.

• Chance to directly impact project performance and Client Success.

• A collaborative, international working environment.