6492 - Operations Manager - Florida, USA

Jacksonville, FL, USA    |     Business Operations   |   Full-time
Job Reference: 6492 - Posted 10-Jan-2022
The Operations Manager is responsible for coordinating the operational support necessary for the BPO program. Responsible for supervising the staff providing the day-to-day support for the account including, training, effective communication, counseling, hiring, problem resolution, resolving any payroll, billing, or expense issues.

The person in this role is also responsible for developing and improving work processes, delivering, and detailing employee training and orientation, development and maintenance of work instructions and technological solutions are specific to their programs.

This position requires effective communication with temporary employees, customer leads, account services staff, Shared Services staff, and other internal and external partners. This position has multiple shifts based on time zone coverage and may require extended shift coverage.

Job Responsibilities:

  • Compliance with laws, rules, or regulations applicable to providers of the services.
  • A written agreement with all Employees to protect the confidentiality of client proprietary information.
  • Written agreement acknowledging that Kelly Employees have no right to participate in client employee benefit plans.
  • Require Kelly Employees to follow all rules and policies of the client (e.g., those relating to premises access and security).
  • Draft and update job descriptions.
  • Complete and lead all aspects of the operational support associated with one BPO program including work processes for effective communication, hiring, training, counseling, problem resolution, and resolution of payroll, billing, and expense issues.
  • Prepare and deliver presentations and business reviews to customers and internal stakeholders, as agreed upon.
  • Travel to customer sites as required.
  • Lead and supervise staff to ensure service commitments are met. Coach, counsel, and conduct performance reviews as necessary.
  • Track and measure general and program-specific data and metrics and report to the customer, management, and internal stakeholders, as necessary.
  • Develop process improvements and work instructions to ensure we are effectively assisting the client, and temporary employees.
  • Participate in scope-related projects as assigned.


Bachelor’s degree or equivalent work experience
3-5 years of business experience in a customer service-related environment
Previous background in managing to a P&L operation, a plus
Ability to lead, coordinate and motivate a team
Excellent communication skills, written and verbal
proficient in MS Office (Word, Excel, PowerPoint)

You should know Your safety matters! Vaccination against COVID-19 may be a requirement for this job in compliance with current client and governmental policies.  A Kelly recruiter will confirm and share more details with you during the interview process.

About Kelly Services®

Kelly Services, Inc. connects talented people to companies in need of their skills in areas including Science, Engineering, Education, Office, Contact Center, Light Industrial, and more. We’re always thinking about what’s next in the evolving world of work, and we help people ditch the script on old ways of thinking and embrace the value of all work styles in the workplace. We directly employ more than 500,000 people around the world and we connect thousands more with work through our global network of talent suppliers and partners in our outsourcing and consulting practice.

Kelly Services 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.