Job Purpose The Operations Manager is responsible for coordinating the operational support necessary for the BPO program. The Operations Manager will be an individual contributor who will provide the day-to-day support for the account. You will progress and improve work processes and deliver and detail employee training/orientation. In addition, you will develop and maintain work instructions and technological solutions specific to programs. This position has multiple shifts based on time zone coverage and may require extended shift coverage as well as travel to customer sites as required.
Essential Functions Keep in compliance with laws, rules, or regulations applicable to providers of the services
Require Kelly Employees to agree in writing to protect the confidentiality of client proprietary information
Require Kelly Employees to acknowledge in writing that they have no right to participate in client employee benefit plans
Necessitate Kelly employees to follow all rules and policies of the client (e.g., those relating to premises access and security)
Manage and supervise staff to ensure service obligations are met; coach, counsel, and conduct performance reviews as necessary
Draft and update s as well as amend checklists, forms, and knowledge-based documents as assigned
Provide data analyses and interpretation of performance results and report as necessary; participate in scope related projects as assigned
Lead all aspects of work processes for efficient hiring, training, counseling, problem resolution, and resolution of payroll, billing, and expense issues while focusing on process improvements
Prepare and deliver presentations and business reviews to internal partners and customers, as agreed upon
Manage and schedule resources to achieve the Service Level Objectives defined within the SOW or per the timelines requested by the client
Responsible for driving the financial results including P&L
Knowledge and Skills Hardworking with a proven ability to lead, coordinate, and empower a team as well as promote and build relationships with customers
Strong problem solving and analytical skills with a solid capability to work efficiently with all levels of management
Proficient ability to adapt in a matrix environment of constantly evolving business needs and priorities with a strong attention to detail
Communicate adeptly with temporary workers, customer leads, account services staff, Shared Services staff, and other internal/external partners
Requirements 2-3 years business experience in a customer service-related environment; previous experience managing to a P&L operation is a plus
Our Value Proposition Kelly connects skilled people with some of the best companies in the world through our recruiting and outsourcing practices. As advocates for the value of all workers and workstyles, we're united by our passion to connect people to work and support them in reaching their greatest potential. Our work truly matters, and we know it. We celebrate each other's successes, because we're all in this together and we know that empowering others lifts us all. Come join us and you'll see we are a group of people dedicated to breaking down barriers for all people who want to work and connecting people to work that enriches their lives.
Your Total Health At Kelly, we design our benefits with you and your total health in mind. Our plans focus on your emotional, mental, spiritual, financial, social, occupational, environmental, and physical well-being.
Key Benefits Paid Time Off
Holidays
Sick / Mental Health / Well-Being
Floating Holidays / Personal Significance
Volunteer Day
Healthcare – including Medical, Dental and Vision
401(k) Match
Vacation Purchase Program
Tuition Reimbursement
Health Savings Account / Flexible Spending Accounts
Company Provided Life and Disability Insurance
Paid Parental Leave
Adoption Assistance
Our Commitment Kelly is an equal opportunity employer committed to employing a diverse, equitable and inclusive workforce, including, but not limited to, race, gender, individuals with disabilities, protected veterans, sexual orientation, and gender identity. Equal Employment Opportunity is The Law.
