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 comprehend their needs, expectations, priorities, and concerns

• Establish and nurture 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

• 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

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

• Support coaching, accountability, and initiatives for performance enhancement

• Ensure adherence to client processes, requirements, and expectations

• Enhance processes, efficiencies, and the overall client experience

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

• Provide insights into project health, performance, and risks

• Take initiative in problem-solving and work proactively towards effective solutions

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

⛳️ Requirements

• Demonstrated experience in a BPO environment

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

• Solid understanding of KPIs, performance metrics, and operational objectives

• Experience directly interacting with clients or supporting Client Success

• Exceptional verbal and written communication skills in English

• Strong organizational abilities and meticulous attention to detail

• Excellent problem-solving and escalation management skills

• Capability 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 various priorities and keep projects on schedule

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

• Ability to work independently and efficiently in a fully remote setting

• Windows 11 PC/laptop

• Webcam and headset

• Stable and 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 is required

• Candidates with experience managing BPO projects or accounts for US-based clients are particularly encouraged to apply

• Experience as a primary or secondary contact for clients

• Experience in managing client escalations and sensitive situations

• Experience in monitoring and enhancing operational KPIs

• Experience coordinating multiple teams or departments

• Experience with project tracking, reporting, action plans, and deliverables

• Experience in supporting performance improvement initiatives

• Experience managing remote teams or projects

🏝️ Benefits

• Fully Remote / Work From Home

• Independent Contractor position

• Compensation based on relevant experience and qualifications

• Opportunity to collaborate closely with senior leadership

• Significant ownership and responsibility

• Opportunity to directly impact project performance and Client Success

• Collaborative, international work environment