BPO Site Management
Company: Kelly Services
Posted on: October 10, 2018
The BPO Site Manager is responsible for overseeing the operational support associated with a BPO program. Responsible for supervising the staff providing the day-to-day support for the account including, training, work processes for effective communication, hiring, counseling, problem resolution, and resolution of payroll, billing, and expense issues. The person in this role is also responsible for developing and improving work processes, delivering and documenting employee training and orientation, development and maintenance of work instructions and technological solutions specific to their programs. This position interacts daily with temporary employees, customer hiring managers, account services staff, Shared Services staff, and other internal and external stakeholders. This position has multiple shifts based on time zone coverage, and may require extended shift coverage. KellyOCG Job Responsibilities: Comply with laws, rules or regulations applicable to providers of the services. Require KellyOCG Employees to agree in writing to protect the confidentiality of client proprietary information. Require KellyOCG Employees to acknowledge in writing that they have no right to participate in client employee benefit plans. Require KellyOCG Employees to comply with all rules and policies of the client (e.g., those relating to premises access and security). Draft and Update job descriptions. Complete and oversee the operational support associated with one BPO program including work processes for effective communication, hiring, training, counseling, problem resolution, and resolution of payroll, billing, and expense issues. Prepare and deliver presentations and business reviews to customers and internal stakeholders, as agreed upon. Travel to customer sites as required. Manage and supervise staff to ensure service commitments are met. Coach, counsel, and conduct performance reviews as necessary. Track and measure general and program-specific data and metrics and report to customer, OCG management and internal stakeholders, as necessary. Develop process improvements and work instructions to ensure we are effectively assisting the client, and temporary employees. Participate in scope related projects as assigned. Critical Success Factors: Provide data analyses, interpretation of performance results. Documentation: Checklists, forms, and Knowledge based documents to be updated as assigned. Training - Aggressively pursues training criteria both company provided and outside aids. Manage and schedule said resources to achieve the Service Level Objectives defined within the SOW or per the time lines requested by the client Qualifications: Bachelor's degree or equivalent work experience 3-5 years of business experience in a customer service related environment Previous background in managing to a P&L operation, a plus Ability to lead, manage and motivate a team Excellent communication skills, written and verbal Problem solving and process oriented skills a must Ability to develop and promote strong customer relationships Ability to manage in a changing environment with constantly changing business needs and priorities Ability to work effectively with all levels of management Analytical ability - research and resolve issues using data Detail oriented Proficient in MS Office (Word, Excel, PowerPoint) Ability to manage in a changing environment with constantly changing business needs and priorities Ability to work effectively with all levels of management Analytical ability - research and resolve issues using data Detail oriented Proficient in MS Office (Word, Excel, PowerPoint) About Kelly Services-- As a global leader in providing workforce solutions, Kelly Services (Nasdaq: KELYA, KELYB) and its subsidiaries, offer a comprehensive array of outsourcing and consulting services as well as world-class staffing on a temporary, temporary-to-hire, and direct-hire basis. Kelly-- has a role in managing employment opportunities for more than one million workers around the globe by employing 550,000 of these individuals directly with the remaining workers engaged through its talent supply chain network of supplier partners. Revenue in 2016 was $5.3 billion. Visit kellyservices.com and connect with us on Facebook, LinkedIn and Twitter. EOE including but not limited to Minorities/Females/Protected Veterans/Disabled/Sexual Orientation/Gender Identity.
Keywords: Kelly Services, Beaumont , BPO Site Management, Executive , Beaumont, Texas
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