14409 – BPO Operations Manager | Rio Rancho, New Mexico (Onsite)

Together we change lives.

Kelly is a team of experts driven by our belief that the impact of the right person in the right job is limitless.

No matter where you are in your career journey you can apply your knowledge and passion to move people, organizations, and communities forward. You'll have opportunities to grow your expertise and capabilities, both professionally and personally. As a team we celebrate inclusion, caring and collaboration. As a company we value your contribution, we work with integrity, and we always put people first - so your impact really will change lives.

The BPO Site Manager is responsible for coordinating the operational support necessary for the BPO program. The BPO Site 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.

Our BPO Operations Manager is accountable for the following key responsibilities:

Ensure strict compliance with all applicable laws, rules, and regulations governing service provision.

Oversee confidentiality and compliance agreements, requiring employees to formally acknowledge requirements regarding proprietary information and benefit plan ineligibility.

Enforce adherence to client-specific policies and procedures, including access, security, and operational standards.

Lead and manage staff performance, ensuring service obligations are fulfilled through ongoing coaching, counseling, and performance evaluations.

Develop, update, and maintain job descriptions, operational checklists, and knowledge management documents as needed.

Analyze and interpret performance data; prepare and present required reports and actively participate in relevant projects within the defined scope.

Oversee end-to-end work processes including hiring, training, employee relations, and resolution of payroll, billing, and expense matters, with a continuous focus on process improvement.

Prepare and deliver business reviews and presentations to internal stakeholders and clients in alignment with business objectives.

Effectively manage resource allocation and scheduling to consistently meet Service Level Objectives and client deadlines as specified.

Drive financial performance, including full P&L responsibility and accountability.

Essential Skills, Knowledge, and Experience

5+ years business experience in a customer service-related environment; previous experience managing to a P&L operation is a plus

Proven management experience with a demonstrated ability to lead, coordinate, empower, and develop a team.

Direct experience managing the entire employee lifecycle, including talent acquisition, hiring, and onboarding processes.

Flexibility to work non-traditional hours and adjust to changing schedules as required by business demands.

Track record of success operating in ambiguous, complex client environments, adapting to changing business needs and priorities.

Strong partnership and stakeholder management skills, with the ability to build effective relationships across all levels - customers, internal teams, and external partners.

Excellent communication skills, adept at interacting with temporary workers, client leads, account service staff, and shared services teams.

Experience in a production environment is a plus.

Strong problem-solving and analytical skills with high attention to detail.

Compensation & Benefits

The base pay range for this position is $61580 - $ 82100 per year. Final compensation will be based on experience and may vary by geographic location.

Compensation package and benefits applicable to the position – understanding that each person has unique professional and personal needs focused on your total well-being. Our range of Benefits for full-time employees can be explored at: Kelly Services | People (benefitsatkelly.com)