Probe CX Benefits Overview

Manage customer and B2B account inquiries across calls, chat, email, social media, and SMS. Responsibilities include maintaining customer records, processing orders, communicating with stores, handling complaints, supporting promotions, nurturing customer relationships, and escalating critical issues. The role requires strong communication, resilience, adaptability, technology proficiency, and customer-focused problem solving. It is full-time, Melbourne-based, Monday through Friday, with occasional offsite customer visits.

Build, automate, and maintain operational reports and dashboards (Power BI/Tableau). Consolidate data from ACD/CRM/WFM/HRIS, perform variance and root-cause analyses, support leadership reviews, standardize reporting, and enable process automation and insights for operations.

Lead workforce management for contact center operations: translate forecasts into hourly schedules, validate capacity and staffing, manage intraday real-time responses, oversee scheduling and adherence, deliver performance reporting, coach WFM analysts, and maintain stakeholder and governance engagement while ensuring policy, data security, and workplace standards.