BPO Operations Manager

00001 Kelly Services, Inc; Alberta; On-site; CAD 70,000 - 95,000; Full time

Benefits offered by this job

3 weeks vacation

Wellness days

Health and Dental plan

Employee Assistance Program

Tuition Reimbursement

Retirement Savings Plan

Employee discounts

Job summary

Kelly Services, Inc. seeks a BPO Operations Manager to lead and develop the administrative team, coordinate workload, and ensure efficient support for refinery operations in Canada. The role focuses on onboarding, performance management, and cross-training to meet changing needs.

The position requires on-site work at a refinery, strong leadership and communication skills, and a track record in document control, purchasing, and change tracking within industrial settings.

Qualifications

• High school diploma or equivalent; business administration or office-management training preferred.
• 5 years of leadership and administrative experience, including coordinating people, projects, or shared services.
• Strong leadership, coaching, organization, prioritization, communication, customer-service, and problem-solving skills.
• Proficiency with common office and collaboration tools, calendars, spreadsheets, presentations, and document-management systems.
• Ability to work on-site at a refinery and meet site access, safety, and training requirements.
• Industrial-sector, centralized support, turnaround planning, document control, purchasing, or change-tracking experience preferred.
• Ability to use required PPE and move through the facility as needed, subject to site requirements and accommodations.

Responsibilities

• Leading, coaching, and developing the administrative team, including hiring, onboarding, performance management, and cross-training.
• Coordinating work intake, priorities, assignments, and coverage to meet department needs and changing operational demands.
• Overseeing administrative services, including scheduling, meetings, correspondence, records, document preparation, purchasing, and expense or time-entry support.
• Establishing consistent procedures, templates, backup plans, and documentation for shared administrative services.
• Partnering with refinery leaders and department teams to coordinate daily support, turnaround activities, meeting logistics, and document tracking.
• Handling confidential information appropriately and following site safety, access, records-management, and company requirements.
• Monitoring workload, service levels, and KPIs; identifying process improvements and communicating priorities, status, and timelines.
• Serving as an escalation point for service issues and adjusting plans as operational priorities change.

Skills

Leadership

Coaching

Organization

Prioritization

Communication

Customer-service

Problem-solving

Office tools

Document-management systems

On-site work

Education

High school diploma

Business administration training

Tools

Microsoft Office

Calendars

Spreadsheets

Presentations

Document-management systems

Job 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.

Our BPO Ops Manager is responsible for:

• Leading, coaching, and developing the administrative team, including hiring, onboarding, performance management, and cross-training.
• Coordinating work intake, priorities, assignments, and coverage to meet department needs and changing operational demands.
• Overseeing administrative services, including scheduling, meetings, correspondence, records, document preparation, purchasing, and expense or time-entry support.
• Establishing consistent procedures, templates, backup plans, and documentation for shared administrative services.
• Partnering with refinery leaders and department teams to coordinate daily support, turnaround activities, meeting logistics, and document tracking.
• Handling confidential information appropriately and following site safety, access, records-management, and company requirements.
• Monitoring workload, service levels, and KPIs; identifying process improvements and communicating priorities, status, and timelines.
• Serving as an escalation point for service issues and adjusting plans as operational priorities change.

Essential Skills, Knowledge & Experiences:

• High school diploma or equivalent; business administration or office-management training preferred.
• 5 years of Leadership and administrative experience, including coordinating people, projects, or shared services.
• Strong leadership, coaching, organization, prioritization, communication, customer-service, and problem-solving skills.
• Proficiency with common office and collaboration tools, calendars, spreadsheets, presentations, and document-management systems.
• Ability to work on-site at a refinery and meet site access, safety, and training requirements.
• Industrial-sector, centralized support, turnaround planning, document control, purchasing, or change-tracking experience preferred.
• Ability to use required PPE and move through the facility as needed, subject to site requirements and applicable accommodations.

Benefits of Working at Kelly:

• 3 weeks of vacation within the first year
• 5 Kelly Wellness days and 4 additional Kelly Floating days
• competitive Health and Dental plan
• Employee Assistance Program
• Tuition Reimbursement Program
• Group Retirement Saving Plan Program with matching options after completion of first year
• access to hundreds of employee discounts

Kelly is an equal opportunity employer. We value the diversity of the people we hire and serve. We are committed to creating an accessible and inclusive workplace.

Kelly is committed to providing a workplace environment that is inclusive and respects the dignity of those in our workforce. Consistent with that commitment, Kelly will ensure that persons who are otherwise able to work are not unfairly excluded from doing so based upon any grounds protected by applicable human rights legislation and will make all reasonable efforts to accommodate the needs of applicants and employees in all employment processes including but not limited to, hiring, advancement, discharge, compensation, or training.