Kelly Services Sr Service Operations Manager in Miami Lakes, Florida

Kelly Services, Inc., a world leader in human resources solutions seeks a Sr. Operations Manager – Training to work in our Kelly corporate campus supporting our call center, customer services environments.

The Sr. Operations Manager – Training will direct the design, planning, implementation and ongoing delivery of training programs, policies, and procedures across a number of customer services/call center engagements. This role will oversee all aspects of training including instructional design, LMS management/ownership, Trainer quality and effectiveness, continuous improvement and process optimization to ensure that training obligations and objectives are successfully achieved.

Major Duties and Responsibilities:

Leadership, Planning & Operations Management (40-50%)

Manages and develops a team of Training Managers, Trainers, Flex-Trainers, Instructional Designers, and Administrative support staff

Ensures training needs are consistently met across the various client accounts and lines of business

Ensures training is being delivered based on the defined requirements and objectives

Develops plans and tactics for meeting and surpassing performance goals/metrics, service level agreements and quality standards

Evaluates the effectiveness of training delivery

Utilizes effective business analysis resources and techniques to assess teams performance, analyzes trends, manage change, and monitor results

Guides the training needs analysis process to determine knowledge/skills/behaviors that can be supported by the development and delivery of instructional material

Works collaboratively to identify training needs and recommend solutions

Escalation point for ongoing operational and project issues relative to training

Training liaison to all operational functions, account executive support and clients

Business Management (25-30%)

Support Business Development and the Sales process by providing Subject Matter Expertise during the sales cycle.

Participate in the solution design of new programs relative to training needs, curriculum design, and content development as well as establishing the cost for development, implementation and ongoing delivery

Analyzes the ROI and cost as it relates to the deployment of the various training programs and curriculums

Management of Training team finances and expenses

Analyze/measure results and make adjustments to achieve goals

Identify and ensure we are engaged in activities that support customers' short and long term strategies

Support business practice operational initiatives

Ensure utilization of quality standards and metrics

Support creation and implementation of overall business unit strategies

Promote Kelly Services as a solutions based provider

Performance Management & Staff Development (25-30%)

Ensures the successful hiring, orientation and training of staff

Motivates staff and is responsible for morale-building activities

Completes performance reviews of staff

Coaches and counsels staff to improve performance and address issues

Identifies staff development opportunities

Promotes training that will provide an opportunity for improved performance and career development

Develops close alliances for service line business development

Skills Required:

5 -10 years of experience managing the execution of training programs

5 years of experience in learning consultation, needs evaluation and large-scale training program design and management

5 years of experience with training and training plan development, specifically within a contact center, call center or customer services environment with delivery experience across multiple channels (voice, chat, SMS, email, social media and etc.)

Advanced knowledge of Adult Learning Principles, Level of Training Evaluation, and Instructional Methodologies

Excellent interpersonal skills

Demonstrated leadership skills to provide support, develop skill level, handle conflict

Strong quantitative and analytical skills

Can conform to shifting priorities, demands and timelines through analytical and problem-solving capabilities

Construct and deliver presentations that are intended to gain support and drive business innovation

Strong aptitude for business management, creatitivy and innovation

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 and connect with us on Facebook, LinkedIn and Twitter.

EOE including but not limited to Minorities/Females/Protected Veterans/Disabled/Sexual Orientation/Gender Identity.