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

• Establish and maintain robust, professional relationships with clients.

• Proactively identify and resolve issues that may affect client satisfaction or project performance.

• Monitor project and operational KPIs to confirm that teams are meeting expectations.

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

• Manage operational escalations and ensure that issues are resolved effectively.

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

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

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

• Support coaching, accountability, and performance enhancement initiatives across assigned teams.

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

• Identify opportunities for process improvement, efficiency enhancements, and elevating the overall client experience.

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

• Provide regular updates on project health, performance, and potential risks.

• Take ownership of challenges and work proactively towards actionable solutions.

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

• Complete all phases of the hiring process: English resume review, pre-screen questionnaire, one-way video interview, and live interview.

⛳️ 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 objectives.

• Experience working directly with clients or supporting Client Success efforts.

• Exceptional verbal and written communication skills in English.

• Strong organizational capabilities and keen attention to detail.

• Proficient problem-solving and escalation management skills.

• 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 accountability.

• Capability to manage multiple priorities and maintain project timelines.

• Proactive mindset and confidence to take initiative without constant supervision.

• Ability to work independently and efficiently in a fully remote environment.

• Possess a Windows 11 PC/laptop.

• Have a webcam and headset.

• Ensure a stable, reliable fiber internet connection with a wired setup.

• Maintain a backup power solution.

• Familiarity with Microsoft Teams / Office 365.

• Strong written and verbal communication skills in English.

• An English resume 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 entails meaningful ownership and responsibility.

• Chance to directly contribute to project performance and Client Success.

• A collaborative, international working environment.