Operations Manager

Manager – Semiconductor BPO

Job description:

The Operations Manager oversees the operational support and financial results associated with a 24/7 Semiconductor BPO program. Responsible for staffing the program to achieve contracted headcount detailed by the customer. Oversees the life cycle of employees, including, but not limited to onboarding, coaching, development, adherence to site customer and Kelly policies, and offboarding. An operations manager needs to be flexible with their time to proactively address employee concerns face to face. It is imperative the operations manager interfaces with team members inside the work environment (factory, Subfab, support spaces) regularly. The manager must become intimately familiar with the contracted Scope of Work including the work environment, task instructions, measurements (KPIs), and how to influence positive results. General and site-specifics KPIs must be measured and reported within Kelly and to the customer.

Job Responsibilities:

Operations

• Ownership of all aspects of operational excellence including Safety, Quality, SLA adherence, and financial prudence.

• Demonstrate knowledge of all SOW related duties in branch operations through direct observations and CW and stakeholder partnership.

• Partner with customer to identify process improvements and cost savings initiatives.

• Branch – Main point of contact 24/7 after call tree has been utilized.

• Manage coverage schedules directly and through team lead, to ensure contractual headcount is met.

• Engage with internal stakeholders, including, but not limited to HR, site support, and invoicing for expertise and guidance.

• Capture SOW specific metrics/data (KPI’s/SLA’s) and develop/deliver professional report outs to sponsor/stakeholders.

• Engage in all Safety/Quality/Procedural initiatives and issues with timely closure of investigations and internal/customer report outs.

• Accurate completion of employee lifecycle tracking forms (E.g., Separation, Onboarding, Transfer).

Team/Development

• Train, coach, and role model with all employees through established Kelly/Customer policies and procedures.

• Drive a positive work environment supporting recognition, development, and leadership training programs, focusing on succession planning at all levels.

• Provide timely coaching and direction to employees to find resolution of routine problems.

• Document employee infractions to support performance management efforts.

Finance

• Assess and approve payroll weekly including hours logged, overtime, holiday, pto usage, etc.

• Deliver accurate invoice data.

• Analyze financials to make informed decisions for improvements.

Requirements:

• Leadership and Management experience

• Management experience working in a Manufacturing environment.

• Ability to manage a manufacturing floor- make sure production is flowing well.

• Excellent organizational and math skills.

• Excellent customer service skills.

• Excellent communication skills and the ability to work under pressure.

• Proficiency in Microsoft Word, Excel and Power Point.

• Familiar with current team building practices and techniques.

• Strong negotiating ability with customer requests.

• Ability to manage multiple projects and departments.

• Must be able to prioritize and make quick decisions.

• Business Degree or 3 to 5 years equivalent related experience.