Project Manager
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Job Description
Project Manager overseeing day-to-day BPO delivery, operational KPIs, and client relationships. Supporting Mexico-based teams through escalations, performance improvement, and Client Success.
Responsibilities:
- Take ownership of the day-to-day management and delivery of assigned BPO projects
- Work with clients to understand needs, expectations, priorities, and concerns
- Build and maintain professional client relationships
- Identify and address issues affecting client satisfaction or project performance
- Monitor project and operational KPIs
- Coordinate with Team Leads and internal teams on performance, quality, productivity, attendance, and service-delivery concerns
- Manage operational escalations through resolution
- Communicate project updates, challenges, risks, and action plans to leadership and clients
- Track action items, deadlines, deliverables, and follow-ups
- Review performance data and identify trends, challenges, and improvement opportunities
- Support coaching, accountability, and performance improvement efforts
- Ensure client processes, requirements, and expectations are followed
- Improve processes, efficiency, and the client experience
- Collaborate with internal stakeholders to solve problems and advance projects
- Provide visibility into project health, performance, and risks
- Take ownership of problems and develop practical solutions
- Report to the Senior Client Success Manager / Mexico Head of Operations
Requirements:
- Based in Mexico
- Proven experience working in a BPO environment
- Previous experience managing BPO projects, programs, accounts, teams, or operational initiatives
- Strong understanding of KPIs, performance metrics, and operational targets
- Experience working directly with clients or supporting Client Success
- Excellent verbal and written English communication skills
- Strong organizational skills and excellent attention to detail
- Strong problem-solving and escalation-management skills
- Ability to communicate professionally and confidently with clients and internal stakeholders
- Experience working with Team Leads, supervisors, agents, or other operational teams
- Strong follow-through and accountability
- Ability to manage multiple priorities and keep projects on track
- Proactive approach and confidence to take ownership without constant direction
- Ability to work independently and effectively in a fully remote environment
- Windows 11 PC/laptop
- Webcam and headset
- Stable, reliable fibre internet with a wired connection
- Backup power solution
- Microsoft Teams / Office 365
- Strong written and verbal English communication skills
- English resume submission required
- All stages of the hiring process must be completed
- Preferred: experience managing BPO projects or accounts supporting US-based clients
- Preferred: experience as a primary or secondary client-facing contact
- Preferred: experience managing client escalations and sensitive situations
- Preferred: experience monitoring and improving operational KPIs
- Preferred: experience coordinating multiple teams or departments
- Preferred: experience with project tracking, reporting, action plans, and deliverables
- Preferred: experience supporting performance improvement initiatives
- Preferred: strong understanding of the connection between employee performance, operational results, and client satisfaction
- Preferred: experience managing remote teams or projects
- Preferred: track record of identifying problems early and taking action before escalation
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 opportunity to contribute directly to project performance and Client Success
- A collaborative, international working environment
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