Program Manager

COMPANY PROFILE

CEF Solutions Inc. is a Consulting Services, and Business Process Outsourcing (BPO) company specialized in providing BPO operations, operations management, process engineering/innovation, and cost optimization solutions to clients in the customer services industry. We serve some of the largest multinational companies in the world and are expanding quickly by delivering an unmatched end-to-end client support.
www.cem-lab.com

ROLES & RESPONSIBILITIES:

• Serve as key Point of Contact for projects and programs being managed by CEF
• Responsible for managing and developing new relationship with key contacts from the Client and Operation Partners
• Ensure end-to-end follow-ups with Client/Partner inquires/requests with appropriate resolutions with timely acknowledgements and updates
• Work with Client/Partner contacts to 1) understand requirements for new/existing projects/programs, 2) define project scope, 3) development relevant processes, 4) define KPIs for measuring the performance of operations, 5) define various operation and quality control standards, 6) deliver business reviews
• Ensure key deliverables are executed on time and keep relevant parties informed if any delays
• Provide analytic and presentation support on Client programs
• Proactively seek out and identify business needs that positively impact and support the overall customer experience and appropriately relay all necessary information to Operation partners; create and share potential solutions as needed
• Update internal/external stakeholders on the latest project/program budgets and support budget planning
• Conduct root-cause analysis on operational defects and deliver detailed reports for audience at varying levels
• Sensing business level & operation level risks/issues and initiating quick fix action
• Perform other relevant duties as assigned

QUALIFICATIONS:

• 5+ years of related work / BPO experience preferred
• Experience in process mapping, data analysis, project/program scoping
• Excellent verbal and written communications skills
• Highly proficient in MS Office products: Word, Excel, PowerPoint, Outlook
• Able to maintain effective working relationships with Clients and Business Partners
• Able to quickly adapt to changing priorities
• Able to drive results under high pressure circumstances
• Understand Six Sigma principles and DMAIC methodology
• Detail oriented and highly organized for ensuring accuracy in various tasks handled
• Able to maintain confidentiality of information handled
• Exhibit great sense of urgency in managing time and accomplishing tasks
• Disciplined, self-motivated and carries a keen analytical mindset
• Able to travel as needed to successfully perform position responsibilities

OTHER QUALIFICATIONS:

• Authorized to work in the U.S. without any restrictions
• Background check to be conducted

BENEFITS/COMPENSATION:

• Health insurance including dental and vision
• Paid vacation and sick days
• Salary negotiable per qualification/experience