Project Manager
New
R
Resolv.GlobalBPO
Source API remote eligibility restrictions: Mexico; based in MexicoContractManager
Salary not disclosed
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Job Details
- Languages
- This is an English-speaking role that requires strong written and verbal English communication skills.
- Required Skills
- Project ManagementEnglish communicationClient relationship management
Requirements
- Have proven experience working in a BPO environment.
- Have previous experience managing BPO projects, programs, accounts, teams, or operational initiatives.
- Understand KPIs, performance metrics, and operational targets.
- Have experience working directly with clients or supporting Client Success.
- Have excellent written and verbal English communication skills.
- Have experience working with Team Leads, supervisors, agents, or other operational teams.
- Demonstrate strong organization, attention to detail, problem-solving, and escalation-management skills.
- Be able to manage multiple priorities, maintain follow-through, and take ownership independently.
- Be able to work effectively in a fully remote environment.
- Have a Windows 11 PC/laptop, webcam and headset, stable reliable fibre internet with a wired connection, and a backup power solution.
- Be able to use Microsoft Teams / Office 365.
Responsibilities
- Take ownership of the day-to-day management and delivery of assigned BPO projects.
- Work with clients to understand their needs, expectations, priorities, and concerns.
- Build and maintain professional client relationships and proactively address issues affecting satisfaction or project performance.
- Monitor project and operational KPIs and coordinate with Team Leads and internal teams on performance, quality, productivity, attendance, and service delivery.
- Manage operational escalations and follow issues through to resolution.
- Communicate project updates, challenges, risks, and action plans to leadership and clients when appropriate.
- Track action items, deadlines, deliverables, and follow-ups.
- Review performance data, identify trends, and support process and performance improvement efforts.
- Provide regular visibility into project health, performance, and potential risks.
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