BPO Operations Leader | P&L & Talent Development

Kelly; Rio Rancho (NM); On-site; USD 62,000 - 82,000; Full time

Job summary

Kelly is hiring a BPO Site Manager to coordinate operational support for the BPO program in Rio Rancho, NM. The role focuses on day-to-day operations, training, and process improvements across shifts and may require travel.

You will oversee hiring, performance, and compliance, with emphasis on delivering client objectives and SLAs. The position offers opportunities to grow expertise, with multi-shift coverage and travel as required.

Qualifications

• 5 years business experience in a customer service-related environment; previous experience managing to a P&L operation is a plus
• Proven management experience with a demonstrated ability to lead, coordinate, empower, and develop a team
• Direct experience managing the entire employee lifecycle, including talent acquisition, hiring, and onboarding processes
• Flexibility to work non-traditional hours and adjust to changing schedules as required by business demands
• Track record of success operating in ambiguous, complex client environments, adapting to changing business needs and priorities
• Strong partnership and stakeholder management skills, with the ability to build effective relationships across all levels—customers, internal teams, and external partners
• Excellent communication skills, adept at interacting with temporary workers, client leads, account service staff, and shared services teams
• Experience in a production environment is a plus
• Strong problem-solving and analytical skills with high attention to detail

Responsibilities

• Coordinate day-to-day support for the BPO program and ensure compliance with applicable laws, rules, and regulations
• Lead and manage staff performance through coaching, counseling, and performance evaluations
• Develop, update, and maintain job descriptions, operational checklists, and knowledge management documents
• Analyze and interpret performance data; prepare reports and participate in relevant projects
• Oversee end-to-end processes including hiring, training, payroll, billing, and expenses with continuous process improvements
• Prepare and deliver business reviews and presentations to internal stakeholders and clients
• Manage resource allocation and scheduling to meet Service Level Objectives and deadlines
• Drive financial performance with full P&L responsibility and accountability

Job description

Kelly is hiring a BPO Site Manager to coordinate operational support for the BPO program in Rio Rancho, NM. The role focuses on day-to-day operations, training, and process improvements across shifts and may require travel.

You will oversee hiring, performance, and compliance, with emphasis on delivering client objectives and SLAs. The position offers opportunities to grow expertise, with multi-shift coverage and travel as required.