Client Service Manager

ABOUT THE COMPANY: CEF Solutions Inc. is a Consulting Services, and Business Process Outsourcing (BPO) company specialized in providing BPO Operations, Operations Management, Process Engineering and Innovation, and Cost Optimization solutions to clients in the Customer Service 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. Company website: RESPONSIBILITIES:

• 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

QUALIFICATIONS:

• Bachelor's degree – required
• At least 4 years of work experience in Program or Project Management
• Experience in Business Process Outsourcing, Customer Service, and Contact Centers – preferred, no required
• Excellent English communications skills (verbal and written) with ability to build and maintain effective working relationships
• Detail-oriented with strong follow through and have the ability to organize and prioritize multiple projects
• Provide high touch customer service
• Highly organized with focus on execution, problem solving, and improving processes
• Works well under pressure and easily adapts to changes in priorities
• Exhibit a sense of urgency in managing time and accomplishing tasks
• Disciplined, self-motivated and carries a keen analytical mindset
• Ability to travel as needed to successfully perform position responsibilities
• Ability to maintain confidentiality of information handled
• Ability to be flexible with schedule and work under high pressure in a complex environment
• Strong computer skills, with an emphasis on Microsoft 365 Office – Word, Excel, and PowerPoint