Project Manager
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Job Description
Project Manager overseeing BPO project delivery, KPIs, escalations, and client relationships in Mexico. Fully remote role supporting operational performance and Client Success.
Responsibilities:
- Take ownership of the day-to-day management and delivery of assigned BPO projects
- Work closely with clients to understand their needs, expectations, priorities, and concerns
- Build and maintain strong, professional client relationships
- Proactively identify and address issues that could impact client satisfaction or project performance
- Monitor project and operational KPIs to ensure teams are meeting expectations
- Coordinate with Team Leads and internal teams to address performance, quality, productivity, attendance, and service-delivery concerns
- Manage operational escalations and ensure issues are followed through to resolution
- Communicate project updates, challenges, risks, and action plans clearly to leadership and clients when appropriate
- Track action items, deadlines, deliverables, and follow-ups
- Review performance data and identify trends, challenges, and opportunities for improvement
- Support coaching, accountability, and performance improvement efforts across assigned teams
- Help ensure client processes, requirements, and expectations are consistently followed
- Identify opportunities to improve processes, efficiency, and the overall client experience
- Collaborate with internal stakeholders to solve problems and keep projects moving forward
- Provide regular visibility into project health, performance, and potential risks
- Take ownership of problems and work proactively toward practical solutions
- Report directly to the Senior Client Success Manager / Mexico Head of Operations
Requirements:
- 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 needing 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
- Applicants must complete every stage of the hiring process
Benefits:
- Fully Remote / Work From Home
- 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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