BPO Operations Director

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: https://CEF.inc

Job Overview:

We are seeking a highly skilled and experienced BPO Operations Director with a strong background in client services and account management. This role will focus on managing client relationships, ensuring service excellence, and driving business growth. The ideal candidate should possess strong communication, strategic planning, and project management skills to enhance client satisfaction and optimize service delivery.

Key Responsibilities:

• Serve as the primary point of contact for clients, ensuring their needs are met and service level agreements (SLAs) are consistently achieved.
• Develop and maintain strong client relationships, addressing concerns and identifying opportunities for business expansion.
• Collaborate with internal teams to align client expectations with operational capabilities.
• Oversee performance metrics and provide strategic recommendations for process improvements.
• Drive initiatives focused on client satisfaction, retention, and business development.
• Ensure compliance with client requirements, industry regulations, and company policies.
• Utilize Microsoft Office tools (Excel, PowerPoint, Word, Outlook, etc.) for reporting, presentations, and documentation.
• Lead cross-functional projects and implement process enhancements using Six Sigma, Project Management, or other process improvement methodologies.

Qualifications:

• Minimum of 8-10 years of experience in client services, account management, or BPO operations.
• Bachelor's degree in Business Administration, Operations Management, or a related field (Master's degree preferred).
• Strong background in stakeholder management and client-facing roles.
• Proficiency in Microsoft Office applications (Excel, PowerPoint, Word, Outlook).
• Excellent communication, negotiation, and problem-solving skills.
• Ability to analyze data and drive strategic decision-making.
• Proven experience in managing large-scale BPO operations and leading remote teams.
• Strong knowledge of BPO industry standards, best practices, and performance metrics.
• Exceptional leadership, communication, and interpersonal skills, with the ability to manage and motivate large teams.
• Strong analytical and problem-solving skills, with the ability to make data-driven decisions.
• Proficiency in using BPO management software, CRM tools, and other operational technologies.
• Ability to manage multiple projects simultaneously and work under pressure to meet deadlines.

Preferred Skills:

• Experience managing BPO operations across multiple regions or countries.
• Expertise in driving digital transformation initiatives and implementing process automation.
• Strong understanding of client management and the ability to build and maintain long-term relationships with clients.
• Experience with process improvement frameworks such as Six Sigma (Green Belt or higher) or Project Management (PMP, PRINCE2, etc.).

Other Qualifications:

• Legally authorized to work in the U.S. without any restrictions
• Okay to work 100% on-site in Fort Lee, NJ