About us:
CEF Solutions is a global consulting and outsourcing company founded in the U.S. in 2015. We provide Shared Services, CX/Contact Center, BPO, Workforce Solutions, and Operations Consulting services to global clients.
Headquartered in New Jersey, CEF operates across the U.S., Korea, the Philippines, and the Dominican Republic.
Company website: https://CEF.inc
Position Summary
The Operations Manager will be responsible for coordinating day-to-day client communication and supporting the effective delivery of Shared Services, Back-office, and Contact Center operations.
This position will work closely with the client, operations team, and relevant support functions to monitor operational performance, resolve issues, and ensure that agreed action items are completed in a timely manner.
The ideal candidate is a hands-on operations professional with strong client communication, coordination, and problem-solving skills who can independently manage day-to-day operational matters and escalate significant issues when necessary.
Key Responsibilities
- Manage day-to-day communication with the client and operations team
- Coordinate operational activities across Shared Services, Back-office, and Contact Center functions
- Serve as a key liaison among the client, operations team, and relevant support functions
- Track client requests, operational issues, decisions, and action items and ensure timely follow-up
- Monitor key performance indicators, service levels, productivity, quality, staffing, and other operational data
- Identify performance gaps and coordinate corrective action plans with relevant stakeholders
- Support the resolution of operational issues and escalate significant risks or concerns when necessary
- Prepare and present operational reports, meeting materials, and business-review presentations
- Lead or support regular client meetings, operational reviews, and follow-up discussions
- Coordinate with Workforce Management, Quality, Training, Human Resources, Finance, IT, and other support teams as needed
- Support operations managers and supervisors in meeting performance targets and client expectations
- Ensure operational procedures, client requirements, and agreed processes are consistently followed
- Assist with the implementation and stabilization of new processes, programs, technologies, and operational initiatives
- Identify opportunities to improve service quality, productivity, communication, and operational efficiency
- Maintain accurate documentation of operational issues, action plans, and meeting outcomes
- Build effective working relationships with client representatives and internal stakeholders
- Travel to client or operational sites for meetings, reviews, or project support as needed
- Perform other operational and coordination responsibilities as required
Qualifications
- Bachelor's degree from an accredited university
- Approximately 5–8 years of relevant experience in BPO, Shared Services, Contact Center, Client Services, or Operations Support
- At least 2 years of experience in a supervisory, team-lead, project-management, or managerial role
- Experience communicating directly with clients and leading business meetings
- Strong written and verbal communication skills
- Working knowledge of operational KPIs, service-level agreements, productivity, quality, and performance reporting
- Ability to analyze operational data, identify issues, and coordinate practical solutions
- Strong organizational, coordination, and problem-solving skills with attention to detail
- Proficiency in Microsoft Excel and PowerPoint
- Ability to manage multiple priorities and work independently in a remote environment
- Reliable internet connection and a suitable home-office environment
- Ability to travel to client or operational sites as business needs require
- Responsible, adaptable, proactive, and willing to learn new areas of work
- Korean-English bilingual
Location: Must reside in Alabama or Georgia
Work Arrangement: Work at Home (Remote), with occasional travel to client or operational sites as needed