12782 - BPO PNI Operations Manager - Indianapolis, IN

Kelly Services Inc.; Indianapolis (IN); On-site; USD 70,000 - 95,000; Full time

Job summary

A leading company is seeking a BPO Site Manager in Indianapolis responsible for operational support, managing staff, and ensuring compliance with regulations. This role requires proven leadership and problem-solving skills, as well as 3-5 years of customer service experience, including P&L management. Key benefits include medical, dental, vision insurance, and significant paid time off.

Benefits

Paid Time Off

Medical, Dental, Vision insurance

401(k) Match

Tuition Reimbursement

Paid Parental Leave

Adoption Assistance

Qualifications

• 3-5 years of business experience in a customer service environment.
• Experience managing P&L is a plus.

Responsibilities

• Coordinate operational support for the BPO program and manage staff.
• Ensure compliance with laws and internal rules, and provide training.
• Drive financial results including P&L management.

Skills

Leadership

Coordination

Relationship-building

Problem-solving

Analytical abilities

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, work with integrity, and always put people first—so your impact really will change lives.

Position: BPO Site Manager

The BPO Site Manager is responsible for coordinating operational support for the BPO program. This individual contributor will provide day-to-day support for the account, improve work processes, and deliver employee training and orientation. Responsibilities include developing and maintaining work instructions and technological solutions specific to programs. This role involves multiple shifts based on time zone coverage, extended shift hours, and travel to customer sites as required.

Essential Functions

1. Ensure compliance with applicable laws, rules, or regulations.
2. Require Kelly employees to agree in writing to protect client proprietary information confidentiality.
3. Require acknowledgment that Kelly employees have no right to participate in client employee benefit plans.
4. Follow all client rules and policies, including premises access and security.
5. Manage and supervise staff to meet service obligations; coach, counsel, and conduct performance reviews.
6. Draft and update job descriptions, checklists, forms, and knowledge-based documents.
7. Provide data analysis, interpret performance results, and participate in related projects.
8. Lead processes for hiring, training, counseling, problem resolution, and payroll/billing issues, focusing on process improvements.
9. Prepare and deliver presentations and business reviews to internal partners and customers.
10. Manage and schedule resources to meet Service Level Objectives within the scope of work.
11. Drive financial results, including P&L management.

Knowledge and Skills

• Proven leadership, coordination, and relationship-building skills.
• Strong problem-solving and analytical abilities, capable of working with all management levels.
• Adaptability in a dynamic, evolving environment with attention to detail.
• Effective communication with various internal and external partners.

Requirements

3-5 years of business experience in a customer service environment; experience managing P&L is a plus.

Our Value Proposition

Kelly connects skilled people with top companies through recruiting and outsourcing. We advocate for all workers and workstyles, committed to connecting people to meaningful work and supporting their potential. Join us to be part of a team dedicated to breaking barriers and enriching lives through work.

Your Total Health

We design benefits focusing on your emotional, mental, spiritual, financial, social, occupational, environmental, and physical well-being.

Key Benefits

• Paid Time Off, Holidays, Sick/Mental Health/Well-Being days
• Floating Holidays, Personal Significance days
• Volunteer Day
• Medical, Dental, Vision insurance
• 401(k) Match
• Vacation Purchase Program
• Tuition Reimbursement
• Health Savings Account, Flexible Spending Accounts
• Life and Disability Insurance
• Paid Parental Leave
• Adoption Assistance

Our Commitment

Kelly is an equal opportunity employer committed to diversity, equity, and inclusion, including race, gender, disabilities, protected veterans, sexual orientation, and gender identity. Equal Employment Opportunity is The Law.