Project Manager

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

📋 Description

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

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

• Establish and nurture robust, professional relationships with clients

• Proactively recognize and resolve issues that may affect client satisfaction or project outcomes

• Monitor project and operational KPIs to ensure teams are achieving set expectations

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

• Handle operational escalations and guarantee that problems are resolved effectively

• Relay project updates, challenges, risks, and action plans to leadership and clients as needed

• Keep track of action items, deadlines, deliverables, and follow-ups

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

• Assist in coaching, accountability, and performance enhancement initiatives across assigned teams

• Ensure adherence to client processes, requirements, and expectations

• Spot opportunities for process enhancement, efficiency, and overall client experience improvement

• Collaborate with internal stakeholders to address issues and ensure project progression

• Provide consistent visibility into project health, performance, and potential risks

• Take initiative in addressing problems and actively pursue practical solutions

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

⛳️ Requirements

• BPO experience is essential

• 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 objectives

• Experience dealing directly with clients or supporting Client Success efforts

• Exceptional verbal and written English communication skills

• Strong organizational abilities and meticulous attention to detail

• Proficient 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 juggle multiple priorities and keep projects on schedule

• Proactive mindset with the confidence to take ownership without constant supervision

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

• Windows 11 PC/laptop

• Webcam and headset

• Stable, reliable fiber internet with a wired connection

• Backup power solution

• Microsoft Teams / Office 365

• Strong written and verbal English communication skills

• English resume required

• All applicants must complete every stage of the hiring process

🏝️ Benefits

• Fully Remote / Work From Home

• Independent Contractor position

• Compensation based on relevant experience and qualifications

• The opportunity to work closely with senior leadership

• A role with meaningful ownership and responsibility

• The chance to directly contribute to project performance and Client Success

• A collaborative, international working environment