Role summary

The Project Coordinator BPO is responsible for coordinating and overseeing multiple new and existing BPO projects (inbound, outbound and backoffice) across different clients. The role ensures that implementations, transitions, scope changes and improvement initiatives are delivered on time, within scope and in line with contractual SLAs and internal KPIs.

Key responsibilities

• Manage a portfolio of BPO projects, including new client implementations, rampups, scope changes and optimization initiatives across several accounts.
• Support project planning by consolidating requirements, defining scope, timelines, milestones, resource plans and risk registers.

• Coordinate crossfunctional tasks with Operations, WFM, QA, Training, IT, HR and Finance to ensure readiness for hiring, training, systems, reporting and golive.

• Organize and document internal and client meetings, including agenda preparation, minutes, action tracking and followup to closure.

• Maintain and update project trackers and dashboards covering milestones, risks, issues, dependencies and overall portfolio status.

• Monitor progress of deliverables for both new and existing projects, proactively escalating risks, delays and capacity constraints.

• Act as a primary operational contact for client stakeholders on projectrelated topics, providing regular status reports and managing expectations.

• Coordinate UAT, access provisioning and system configuration with clients and IT to ensure technical readiness before launch or change deployment.

• Support postgolive stabilization and continuous improvement initiatives, coordinating corrective actions for SLA/KPI performance gaps.

• Ensure project documentation (SOW references, BRDs, SOPs, process flows, RACIs, change logs, lessons learned) is complete, updated and stored according to company standards.

Qualifications

Education

Bachelor’s degree in Business, Management, IT or related field; equivalent BPO experience can be considered.

Experience

35 years of experience in project coordination, client implementation, PMO or similar role within a BPO/contact center environment.

Proven experience handling multiple concurrent projects or campaigns and working with international clients is preferred.

Skills and competencies

• Solid understanding of BPO/contact center operations, including key metrics such as SLA, AHT, FTE, occupancy, shrinkage, QA score, CSAT and NPS.
• Strong project coordination skills: planning, scheduling, tracking, risk/issue management and reporting.
• Excellent communication and stakeholdermanagement skills, with the ability to interact confidently with clients and internal senior stakeholders.
• Strong organizational and timemanagement skills; able to manage competing priorities across several projects.
• Proficiency in MS Office or Google Workspace and experience using project and collaboration tools (e.g. Asana, Trello, Jira, Monday.com).
• High attention to detail, problemsolving mindset and ability to work in a fastpaced, SLAdriven environment.