Project Manager

• 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

• 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

• 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