12528 - BPO-Senior Operations Manager- East Coast Remote Job Listing at Kelly Services in Troy, MI (Job ID 12528)

Description

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 Senior Operations Manager is responsible for ensuring exceptional service delivery and operational efficiency. This role focuses on developing and overseeing programs to enhance employee and client engagement while driving account efficiencies and managing profit and loss (P&L).

Essential Skills, Knowledge & Experience           

Service Delivery and Efficiency:

• Ensure high levels of service delivery across multiple programs, aiming to improve employee and client engagement.
• Drive program efficiencies and identify growth opportunities within client accounts.

Employee Engagement:

• Develop and implement programs for contractor redeployment, skill enhancement, and recognition.
• Act as the primary contact for resolving employee issues promptly and professionally.
• Analyze employee feedback and engagement scores to drive continuous improvement.
• Provide regular performance feedback and coaching to contractors.

Client Engagement:

• Serve as the main contact for client issue resolution, ensuring timely and effective responses.
• Stay informed about client business trends to strengthen relationships and inform decision-making.
• Analyze performance data to identify opportunities for improved client service.
• Lead client-specific projects and ensure Talent Agents focus on lead generation.

Talent Management:

• Oversee the recruitment, orientation, and training of new employees.
• Communicate corporate goals and service level agreements (SLAs) to the team.
• Foster a high-performance culture and provide opportunities for employee development.

Operational Excellence:

• Collaborate with stakeholders to establish operating agreements and KPIs, ensuring compliance and process improvement.
• Monitor adherence to customer-specific requirements and identify areas for enhancement.
• Manage P&L to meet or exceed budget goals while delivering exceptional service.

Safety and Compliance

• Partner with internal and client resources to ensure safety programs are implemented and followed.
• Analyze accident trends and work on program improvements.

Business Development:

• Oversee skill marketing and opportunity generation for direct reports.
• Engage with clients to identify new account opportunities and document sales activity.
• Strong relationship-building skills, effective communication, and the ability to operate in a matrix environment.

HS Diploma required, bachelor's degree in business or related area of study strongly preferred

Seeking minimum of 5-7+ years of experience people management, project management, account management, or operations management.

Our range of Benefits for full-time employees can be explored at: Corporate Benefits and Perks | Kelly US (kellyservices.us)

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.