7876 - BPO Operations Manager - Jacksonville, FL

USA    |     Business Operations   |   Full-time
Job Reference: 7876 - Posted 27-May-2022


Defines the responsibilities and qualifications needed to perform the job requirements and duties for the BPO KOCG Supervisor.


The scope of this position will encompass the responsibilities of a Supervisor in the R&D Lens Fabrication Pilot Line as it relates to the delivery of a Business Process Outsourcing (BPO) solution.


  • Manages the daily activities of Pilot Line areas to include project prioritization, protocol execution, technical problem solving, and overall subject matter expert regarding hydration, visual inspection, packaging, sterilization, solutions compatibility, laboratory equipment, infrastructure and operations.
  • Estimate personnel needs and assigned work to meet completion dates in accordance with schedules.
  • Develop, capture, improve, and own standard work instructions, operating procedures and job aides.
  • Provide single point of contact to JJVC R&D for alignment of workflow and deliverables
  • Provides leadership, supervision and organization to assigned staff and provides resource allocation for project support, develops performance metrics, motivates and drives staff to operational excellence.
  • Plans, schedules and supervises, directly or through team lead(s), the work of the assigned unit.
  • Payroll and Invoice Reconciliation
  • Facilitates Performance Management Process and Personal Development Goals
  • Provides training for new associates and assists associates with skill enhancements / career progression.
  • Provides oversight to ensure compliance with GMP, EH&S and regulatory requirements. 
  • Familiarizes employees with established organization procedures, rules and regulations.
  • Performs investigation, corrective actions and documentation for identified non-conformances.
  • Ensures equipment meets operating requirements
  • Monitors current performance.  Plans, directs and implements continuous improvement and cost saving activities through proven methodologies such as: six sigma, lean and TQM.  Capture and reporting on solution specific metrics / data (KPI’s / SLA’s)
  • Execution and support of BPO initiatives such as:
  • OCG Operating System: Lean – Total Quality Management (TQM) – Performance Management – Communications – Continuous Process Improvement (CPI)
  • Elevate: Career Progression Program
  • Momentum: Recognition and Retention Programs


  • Bachelor Degree preferred – Business, Science or Engineering or related work experience
  • 3+ years supervisory experience
  • Past experience in R &D facility or clinical atmosphere desired
  • Ability to prepare data summaries, reports and formal technical documentation
  • Ability to work in a fast-paced and dynamic R&D environment
  • Excellent organizational, prioritization and math skills.
  • Excellent communication skills and the ability to work under pressure.
  • Proficiency in Microsoft Word, Excel and Power Point.
  • Ability to manage multiple projects and process areas.
  • Preferred certifications: Six Sigma Green or Black Belt
  • Working knowledge of automation equipment and HMI interface
  • GMP background desired
  • Supervisory experience and solid leadership skills
  • Will be required to conduct performance coaching, performance reviews
  • Required to edit/update controlled documents (GMP & SOPS) and authoring/contributing to investigations
  • Responsible to maintain a sustainable labor force
  • Responsible for managing overall workflow, own process development and manage for continuous improvement

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

Your Opportunity for Impact

Technical work takes proven expertise. To thrive in Kelly SETT, you’ll need to keep powering the innovations of tomorrow with today’s brightest talent. We’re specialized to help modern organizations like yours fuel your growth in Science, Engineering, Technology, and Telecom. Let’s get to work.

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.

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.