8423 - BPO Operations Manager

Hillsboro, OR, USA    |     Business Operations   |   Full-time
Job Reference: 8423 - Posted 26-Jul-2022

Your Opportunity for Impact

The primarypurpose of the BPO Operations Manager is accountable for the overall delivery of our solutions to our customers while building and managing the operations to support the delivery. Responsible for meeting the strategic objectives including growth, customer satisfaction, and program KPIs. The Sr. Operations Manager provides leadership and direction to the team to ensure that all projects meet our client's expectations for Cost, Quality and Timing metrics. This role is key to maintaining and growing relationships with key customer stakeholders and for providing overall governance for the engagement. 

How you will support the team…

·       Develop and maintain strong relationships with sponsors and stakeholders: 

·        Ensure consistent communication 

·        Manage customer expectation 

·        Support  Operational Excellence: 

·        Responsible for overall program performance including: 

·        SOW definition and maintenance 

·        Oversee and ensure quality management for: Deliverables 

·        Metrics definition and reporting 

·        Change Management 

·        Ensure Kelly processes are followed 

·        Achieve the program financial targets 

·        Manage group expenses 

·        Ensure accurate billing and reconciliation processes are maintained 

·        Effective resource management and scheduling 

·        Establish accurate workload forecasting 

·        Promote employee engagement 

·        Develop and implement employee performance and development plans to meet individual development and growth, and overall program goals 

·        Support and encourage Kelly culture within the team 

·        Provide leadership and consistent communication to team 

·        Issue resolution and management 

Does this sound like you?

·         Experience in a leadership role 

·         Experience working for an outsourcing provider preferred 

·         Knowledge of manufacturing operations preferred 

·         Demonstrated leadership skills managing large teams of diverse skill sets 

·         Excellent written and oral communication skills 

·         Ability to manage and report on project metrics and profitability analysis 

·         Ability to work independently; self-driven with attention to detail 

·         Strong client interaction, interpersonal relationship and leadership skills and experience           

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 (3 weeks)

·         Holidays (8 days)

·         Sick / Mental Health / Well-Being (5 days)

·         Floating Holidays / Personal Significance (3 days)

·         Volunteer Day (1 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

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.


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.