Job Description

COMPANY PROFILE

CEF Solutions Inc. is a Consulting Services, and Business Process Outsourcing (BPO) company specialized in providing BPO operations, operations management, process engineering/ innovation, and cost optimization solutions to clients in the customer services industry. We service some of the largest multinational companies in the world and are expanding quickly by delivering an unmatched end-to-end client experience.

Website: www.cem-lab.com

JOB DESCRIPTION:

• Delegating tasks on the project to employees best positioned to complete them
• Identifying and managing potential risks and liabilities of multiple projects
• Performing quality control on the project throughout development to maintain the standards expected
• Responsible for managing relationships, including developing new relationships, managing day to day interactions, and handling or directing escalations.
• Ensure that the relationships are well-developed and maintained to ensure a superior customer experience, timeliness, and a high level of efficiency
• Responsible for managing performance and compliance; must be able to offer solutions to improve performance
• Act as the key point of contact for all engagements in partnership with key business stakeholders
• Must collaborate internally and externally to solve complex operational issues.
• Responsible for escalating issues to the appropriate department or department head.
• Perform status tracking, efficiency analysis, resource allocation, data analysis, change log management, and overall process management support.
• Track, prepare and provide project status reports at varying levels of details to both clients and internal stake holders.
• Collaborate with senior management to define strategic scope with measurable KPIs to achieve performance results
• Provide significant contributions to activities related to customer acquisition, customer satisfaction, client relationship management, and program management
• Perform other related duties as assigned

KNOWLEDGE, SKILLS, AND ABILITIES

• Exceptional organizational and multi-tasking skills
• Ability to build and strengthen all interpersonal relationships with co-workers, clients, and partners
• Disciplined, self-motivated and carries a keen analytical mindset
• Driven to learn and absorb information about our industry at a rapid pace
• Ability to be flexible and adapt to new situations and environments
• Able to think creatively and present tested, out-of-the-box solutions
• Provide high touch customer service
• Share customer feedback with appropriate members of senior staff
• Must be pleasant, professional, detailed communication skills
• Proficiency in Microsoft Office (Excel, Word, Power Point, Outlook)

EDUCATION & EXPERIENCE

• Bachelor’s degree required
• Minimum 5 years of Program Management / Project Management experience
• Experience in business process outsourcing, customer service, and contact centers preferred

OTHER QUALIFICATIONS

• Authorized to work in the U.S. without any restrictions
• No restrictions for overseas business trip
• Pass a background check

BENEFITS/COMPENSATION

• Health insurance including dental and vision
• Life insurance
• IRA
• Paid vacation
• Salary is negotiable

Job Type: Full-time

Company Description

CEF Solutions Inc. is a Consulting Services, and Business Process Outsourcing (BPO) company specialized in providing BPO operations, operations management, process engineering/ innovation, and cost optimization solutions to clients in the customer services industry. We service some of the largest multinational companies in the world and are expanding quickly by delivering an unmatched end-to-end client experience.