14499 - Manager, Operations | Salem, VA (Remote)

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

Role Overview
Our Kelly BPO Operations Manager/Working Lead will define, manage, and drive the responsibilities and qualifications for the Kelly OCG Business Process Outsourcing (BPO) Operations Manager/Working Lead position. This role supports the management and oversight of all Full Time and Part Time Kelly BPO employees, partnering closely with the Kelly Senior Operations Manager/Director to deliver optimal program success, account management, and operational excellence.
This position requires someone who thrives in a fast-paced, evolving environment and who can effectively lead teams and foster collaboration.

Key Responsibilities:

The Kelly BPO Operations Manager/Working Lead is accountable for:
• Overall account management and SOW responsibilities
• Planning, coordinating, and supervising program employees
• Providing guidance and direction to employees in resolving daily problems, interfacing with the customer and Senior Operations Manager/Director
• Estimating personnel needs and assigning work based on schedules
• Familiarizing employees with organization procedures, rules, and regulations
• Providing developmental opportunities and continuous training for employees
• Overseeing SOW renewals, terminations, recruitment, onboarding, and annual reviews
• Managing monthly quality reports, billing validation, quarterly business reviews, and business development activities
• Approving weekend and overtime work as needed, updating monthly documents and metrics
• Supporting day-to-day activities: price quotes, order entry/acknowledgment, customer-specific weekly reports, meeting attendance, order updates, pricing, material requests, communicating updates, case management (Sales Force), and daily support to team members

Essential Skills, Knowledge & Experience:
• High School Diploma required, BA/BS preferred
• High level of computer literacy in Microsoft Office Products (Word, Excel, Outlook & SharePoint), strong Excel skills required
• Previous staffing experience preferred
• Good organizational skills
• Customer service/project management background
• SAP and Sales Force experience preferred
• Ability to prioritize and make quick decisions
• Knowledge of data collection practices
• Ability to work under deadlines in a fast-paced environment

Travel to site location in Salem, VA may be required on an as needed basis.

The base pay range for this position is $61,575– $82,100 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)

Kelly is an equal opportunity employer committed to building a diverse, equitable, and inclusive workforce, including individuals of all races, genders, abilities, protected veteran status, sexual orientations, and gender identities. Equal Employment Opportunity is The Law.