BPO Operations Manager

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 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: www.CEF.inc

Job Summary

We are seeking a highly skilled professional with strong BPO and operations experience to provide premium-level support to customers of high-end consumer electronics while also driving process and operational improvements. This role requires someone who can balance direct customer interaction with the ability to analyze workflows, identify process gaps, and provide strategic insights to enhance efficiency and elevate the overall customer experience.

Key Functions

• Deliver premium service experiences to customers of high-end products through multiple channels (phone, email, chat, SMS).
• Act as a trusted point of contact for premium clients, ensuring inquiries and escalations are resolved with professionalism and urgency.
• Analyze workflows and operational processes, identifying opportunities for improvement and recommending solutions.
• Monitor and report on customer concerns and trends to inform operational decisions.
• Collaborate with internal teams and stakeholders to implement process enhancements that improve efficiency and service quality.
• Provide feedback and insights during client discussions on service performance and operational strategies.
• Support onboarding and education for new product owners to ensure a seamless customer experience.

Basic Qualifications

• 3 to 5 years of experience in customer service or contact center operations, with at least 2 years in an operations management capacity.
• High school diploma or GED; or equivalent combination of education and experience.
• Strong ability to analyze data, processes, and performance metrics to drive decision-making.
• Excellent written and verbal communication skills.
• Proficiency in Microsoft Office (Excel, Word, PowerPoint, Outlook).
• Ability to thrive in a fast-paced and evolving environment.

Preferred Qualifications

• Bachelor's or associate degree.
• Previous technical support experience, ideally with consumer electronics.
• Background in BPO or contact center management with exposure to operations strategy.
• Proven success in identifying and implementing process improvements.
• Familiarity with customer behavior analysis or A/B testing.

Work Location: Fort Lee, NJ | In-person role, daily presence expected

Status: Must be authorized to work in the US without restrictions.