CEF Solutions Inc.
Operations Manager (Korean-English Bilingual)
About this role
About us: CEF Solutions Inc. is a Consulting Services and Business Process Outsourcing (BPO) company specializing in BPO Operations, Operations Management, Process Engineering and Innovation, Cost Optimization, and Staffing solutions. We take pride in our expertise in providing specialized staffing services, ensuring that clients in the Customer Service Industry have access to top talent that aligns with their operational goals. We service some of the largest multinational companies in the world and are expanding quickly by delivering an unmatched end-to-end client experience. Company website: 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