6584 - BPO Operations Manager - Muskegon, MI

MI, USA    |     Business Operations   |   Full-time
Job Reference: 6584 - Posted 11-Jan-2022

BPO Operations Manager

Location: Remote/must be in Muskegon, MI area.


Defines the responsibilities and qualifications needed to perform job responsibilities and duties for a Kelly OCG Business Process Outsourcing (BPO) Operations Manager/Working Lead position.


The scope of this position will encompass the responsibilities of all Full Time and Part Time Kelly BPO employees including management and oversight.

BPO Operations Manager Responsibilities:

  • Overall account management and SOW responsibilities.
  • Plans, coordinates, and supervises the work of the program.
  • Provides guidance and direction to employees in the resolution of daily problems and issues – interfacing with the customer and Kelly Operations Director.
  • Estimate personnel needs and assign work to meet completion dates in accordance with schedules.
  • Familiarizes employees with established organization procedures, rules and regulations.
  • Provide employees with developmental opportunities and continuous training.
  • Interface with on-site customer representatives and management.
  • Responsible for monthly Kelly quality reports to customer and Director.
  • Responsible to validate invoice and perform reconciliation.
  • Responsible for Quarterly Business Reviews.
  • Responsible for any business development activities within the current or extended customer base.


  • High School Diploma Required, BA/BS is preferred.
  • High level of computer literacy required in Microsoft Office Products such as Word, Excel and Outlook & SharePoint. Strong Excel background required.
  • Previous staffing experience preferred.
  • Good organizational skills.
  • Must be able to prioritize and make quick decisions.
  • Knowledge of data collection practices.
  • Ability to work under deadlines in a fast-paced work environment.

Work Environment:

·         Modular setting.


  • All employees have a duty to care for their safety and for the safety of others whom may be affected by their acts or omissions at work. Therefore, it is the duty of every employee to:
    • Respect and apply safety rules and procedures always.
    • Report incidents and damages to management whether injuries are involved or not.
    • Participate in incident investigation.
    • Be a safety role-model to all employees.
    • Make suggestions to improve safety at the workplace.

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.

Salary range: $58,700 - $77,900

What’s in it for you?

Kelly takes pride in supporting the whole person, their family and their future. We understand that in order to thrive, we have to build lasting relationships and provide our employees with endless possibilities for growth. At the end of the day, we know that work is more than making a living – it’s about making a life.

Additional Benefits:

  • Healthcare – Medical, Dental, Vision
  • 401(k) Match
  • Paid Time Off
  • Vacation Purchase Program
  • Tuition Reimbursement
  • PerkSpot – Personal Online Discount Program

About Kelly Services®

Kelly 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 workstyles in the workplace. We directly employ nearly 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.