Probe CX Benefits Overview

Leads quality governance and continuous improvement for BPO operations. Responsibilities include implementing quality management systems, tracking KPIs, establishing process controls, delivering quality training, managing client performance discussions, planning quality resources, supporting employee development, and identifying efficiency and customer-experience improvements. Requires at least three years of BPO leadership experience and onsite availability for a dayshift schedule in Makati.

Oversee high-volume telecommunications customer experience operations across billing, technical support, and retention workflows. Lead Team Leaders and Circle Leaders, manage workforce coverage, and ensure SLA, KPI, compliance, productivity, and profitability targets are met. Own metrics including AHT, FCR, NPS, and CSAT; collaborate with WFM, QA, and training teams; manage client relationships and escalations; and implement process improvements to reduce customer effort and churn.

Manages workforce management operations, including forecasting, capacity planning, scheduling, real-time staffing, reporting governance, and performance optimization. Oversees staffing plans, scenario modeling, intraday queue management, operational reporting, compliance, audits, and data accuracy. Leads WFM analysts through coaching and performance management while coordinating with clients and internal operations, quality, and training teams to address risks, improve efficiency, and meet service requirements.