Operations Manager (Korean-English Bilingual)

CEF Solutions Inc.; Alabama; Remote; USD 75,000 - 110,000; Full time

Benefits offered by this job

Remote work

Flexible schedule

Job summary

CEF Solutions Inc. is seeking an Operations Manager (Korean-English bilingual) to coordinate day-to-day client communication and support Shared Services, Back-office, and Contact Center operations.

The role requires hands-on operations leadership and cross-functional collaboration to ensure timely delivery and issue resolution. The ideal candidate will manage client relationships, monitor KPIs, and drive process improvements, while working remotely in the US with occasional travel to client

Qualifications

• Bachelor's degree from an accredited university.
• Approximately 5–8 years of relevant experience in BPO, Shared Services, Contact Center, Client Services, or Operations Support.
• At least 2 years of supervisory, team-lead, project-management, or managerial experience.
• Experience communicating directly with clients and leading business meetings.
• Strong written and verbal communication skills.
• Knowledge of operational KPIs, SLAs, productivity, quality, and performance reporting.
• Ability to analyze operational data and coordinate practical solutions.
• Strong organizational, coordination, and problem-solving skills with attention to detail.
• Proficiency in Microsoft Excel and PowerPoint.
• Ability to manage multiple priorities and work independently in a remote environment.
• Reliable internet connection and a suitable home-office environment.
• Ability to travel to client or operational sites as needed.
• Responsible, adaptable, proactive, and eager to learn new areas of work.

Responsibilities

• Manage day-to-day client communication and coordinate with operations team.
• Coordinate activities across Shared Services, Back-office, and Contact Center functions.
• Serve as liaison among client, operations, and support functions.
• Track client requests, issues, decisions, and action items with timely follow-up.
• Monitor KPIs, service levels, productivity, quality, staffing, and other data.
• Identify performance gaps and coordinate corrective action with stakeholders.
• Support resolution of operational issues and escalation when needed.
• Prepare and present operational reports and business-review materials.
• Lead or support regular client meetings and operational reviews.
• Coordinate with Workforce Management, Quality, Training, HR, Finance, IT, and other teams.
• Support managers in meeting performance targets and client expectations.
• Ensure procedures and processes are consistently followed.
• Assist with implementing and stabilizing new processes and initiatives.
• Identify opportunities to improve service quality and efficiency.
• Maintain documentation of issues, actions, and outcomes.
• Build relationships with client reps and internal stakeholders.
• Travel to client or site locations for meetings or project support.

Skills

Client communication

Project management

Bilingual Korean-English

Microsoft Excel

PowerPoint

Operational reporting

Problem solving

Education

Bachelor's degree

Tools

Microsoft Excel

PowerPoint

Job description

Operations Manager (Korean-English Bilingual)

About the job Operations Manager (Korean-English Bilingual)

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.

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 elevate 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 escal ...
• 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
• Build effective working relationships with client representatives and internal stakeholders
• Travel to client or operational sites for meetings, reviews, or project support as needed
• Perform other operational and coordination responsibilities as required

Qualifications

• Bachelor's degree from an accredited university
• Approximately 5–8 years of relevant experience in BPO, Shared Services, Contact Center, Client Services, or Operations Support
• At least 2 years of experience in a supervisory, team-lead, project-management, or managerial role
• Experience communicating directly with clients and leading business meetings
• Strong written and verbal communication skills
• Working knowledge of operational KPIs, service-level agreements, productivity, quality, and performance reporting
• Ability to analyze operational data, identify issues, and coordinate practical solutions
• Strong organizational, coordination, and problem-solving skills with attention to detail
• Proficiency in Microsoft Excel and PowerPoint
• Ability to manage multiple priorities and work independently in a remote environment
• Reliable internet connection and a suitable home-office environment
• Ability to travel to client or operational sites as business needs require
• Responsible, adaptable, proactive, and willing to learn new areas of work

Location: Must reside in Alabama or Georgia
Work Arrangement: Work at Home (Remote), with occasional travel to client or operational sites as needed