On-Site BPO Operations Leader | People & Process Coach

Kelly Services; Alberta; On-site; CAD 80,000 - 110,000; Full time

Benefits offered by this job

3 weeks vacation

5 Wellness days

4 floating days

Health and Dental plan

Employee Assistance Program

Tuition Reimbursement

Group Retirement Saving Plan

Employee discounts

Job summary

Kelly Services in Canada, on-site, is seeking a BPO Operations Manager to lead and develop the administrative team, manage intake and priorities, and ensure timely support across scheduling, records, and document preparation.

You will establish standard procedures, partner with refinery leaders, safeguard confidential information, monitor service levels and KPIs, and act as an escalation point as priorities shift. A strong background in office management and on-site refinery access is required.

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 applicable 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

People management

Coaching

Communication

Prioritization

Customer service

Problem-solving

Organizational skills

Office software

Education

High school diploma or equivalent

Business administration or office-management training

Tools

Office suite (MS Office)

Document management systems

Spreadsheets & presentations

Job description

Kelly Services in Canada, on-site, is seeking a BPO Operations Manager to lead and develop the administrative team, manage intake and priorities, and ensure timely support across scheduling, records, and document preparation.

You will establish standard procedures, partner with refinery leaders, safeguard confidential information, monitor service levels and KPIs, and act as an escalation point as priorities shift. A strong background in office management and on-site refinery access is required.