Project Manager

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

📋 Description

• Oversee the daily management and execution of designated BPO projects.

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

• Establish and nurture professional relationships with clients.

• Identify and resolve issues that impact client satisfaction or project outcomes.

• Track 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.

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

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

• Analyze performance data to uncover 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 the overall client experience.

• Collaborate with internal stakeholders to address issues and maintain project momentum.

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

• Take initiative in problem-solving and proactively seek practical solutions.

⛳️ Requirements

• Essential BPO experience.

• Demonstrated experience in a BPO setting.

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

• Strong grasp of KPIs, performance metrics, and operational objectives.

• Experience in direct client interactions or supporting Client Success.

• Exceptional verbal and written English communication skills.

• Strong organizational abilities and keen 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 sense of accountability.

• Ability to juggle multiple priorities while keeping projects on schedule.

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

• Capacity to work independently and effectively in a fully remote setup.

• Windows 11 PC/laptop required.

• Webcam and headset are necessary.

• Stable and reliable fiber internet with a wired connection is essential.

• Backup power solution is required.

• Familiarity with Microsoft Teams / Office 365.

• Excellent written and verbal English communication skills.

• An English resume is mandatory.

• Completion of every stage of the hiring process is required.

• Experience managing BPO projects or accounts for US-based clients is a plus.

• Experience acting as a primary or secondary client-facing representative is advantageous.

• Experience in managing client escalations and sensitive situations is beneficial.

• Experience in monitoring and enhancing operational KPIs is a plus.

• Experience in coordinating multiple teams or departments is advantageous.

• Familiarity with project tracking, reporting, action plans, and deliverables is a plus.

• Experience in supporting performance improvement initiatives is advantageous.

• Experience managing remote teams or projects is a plus.

🏝️ Benefits

• Fully Remote / Work From Home.

• Independent Contractor position.

• Compensation based on relevant experience and qualifications.

• Opportunity to work closely with senior leadership.

• A role with significant ownership and responsibility.

• Opportunity to directly impact project performance and Client Success.

• A collaborative, international working environment.