Jobs at Probe CX

Manages end-to-end workforce capacity and seat planning across campaigns. Develops staffing plans from contact forecasts, analyzes contact patterns, and produces reporting on utilization, attrition, and operational performance. Collaborates with clients and internal stakeholders to reconcile forecasts, optimize seat utilization, and support strategic business decisions. The role also requires leadership of teams, strong communication, and regular coordination with operations and support departments.

Lead consultative B2B sales for conversational AI solutions, conducting discovery calls, demonstrating the Oration platform, quantifying ROI, creating proposals and Statements of Work, and managing opportunities through contract signing in Salesforce. Engage operations managers, IT directors, and C-suite executives while independently developing tailored sales collateral and business cases.

The Sales Enablement Lead will manage sales operations and enablement for the enterprise growth team. Responsibilities include administering HubSpot CRM, maintaining data integrity, building dashboards and workflows, managing qualification processes, developing sales playbooks and proposal tools, conducting win/loss analysis, and tracking commissions, targets, pipeline sufficiency, and cost-of-sales metrics. The role partners with marketing, creative, pre-sales, and senior growth leaders to improve sales execution and commercial performance.

Manage integrated B2B campaigns, brand governance, go-to-market execution, and multi-channel activation across Probe Group brands. Coordinate Marketing, Communications, PX, Sales, Product, creative studio, CRM, and external performance agencies. Oversee campaign workflows, messaging consistency, asset repurposing, event activation, HubSpot usage, paid media support, and performance-focused delivery while maintaining brand standards and improving campaign processes.

Leads quality governance and continuous improvement for a BPO engagement. Responsibilities include implementing quality management systems, tracking KPIs, defining process controls, delivering training, managing client quality discussions, overseeing quality-related resource planning, and driving process improvements that enhance efficiency and customer experience. The role also supports employee development and engagement while aligning operational performance with business goals.

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.

Leads full-cycle, high-volume talent acquisition across multiple functions and sites in a BPO environment. Develops hiring strategies, translates workforce forecasts into hiring plans, oversees recruitment performance and SLAs, manages talent acquisition teams and vendors, and drives employer branding and talent pipelines. Partners with Operations, HR, Finance, and Workforce Management while ensuring cost efficiency, compliance with Philippine labor laws, data privacy, and strong candidate experience.

Create client-facing proposals, pitch decks, presentations, tender submissions, and event materials. Translate complex business concepts into compelling visual stories while maintaining brand consistency across layouts, typography, imagery, and messaging. Collaborate with business development, bid writing, and solutions teams, incorporate feedback, manage multiple deadlines, and contribute to the creative content library.

Designs and governs digital transformation solutions for enterprise and government clients. Partners in presales discovery, translates business needs into outcome-focused architectures, oversees platform delivery, evaluates AI and speech analytics capabilities, develops proofs of concept, and conducts customer maturity and optimization reviews. Requires strong CCaaS expertise, especially Genesys Cloud, plus consultative communication, independent working ability, and Australian work rights.

Manages IT incident, problem, and change processes to protect business operations, maintain service availability, and ensure business continuity. Leads CAB and ECAB meetings, assesses business and technical risks, coordinates major incident response, directs resolver teams and vendors, communicates outages to executives, and conducts post-incident reviews. Aligns maintenance and deployment schedules with operational priorities while governing ITSM policies, compliance, and performance metrics.

Own and administer HubSpot Enterprise across multiple brands, overseeing CRM strategy, lifecycle management, lead scoring, automation, web administration, reporting, integrations, data governance, and platform adoption. Partner with Marketing and Sales to deliver scalable MarTech solutions that improve lead generation, pipeline performance, customer engagement, and retention. The role also includes training, documentation, process improvement, and evaluating new HubSpot and AI capabilities.

Lead quality governance and continuous improvement for a BPO engagement. Implement and maintain a Quality Management System, define process controls, track KPIs, deliver training, manage client quality discussions, oversee resource planning and quality training, and drive process improvements to boost efficiency and customer experience.

Drive commercial growth by managing and expanding established enterprise accounts, hunting new logos, closing complex multi-solution deals, and cross-selling AI, data, Salesforce, and staff augmentation services. The role requires managing full sales cycles, engaging enterprise stakeholders, aligning bespoke digital transformation solutions with client needs, and collaborating with technical and delivery teams.

Support corporate tax and PEZA compliance by preparing and filing tax returns, maintaining records, coordinating with stakeholders and government agencies, monitoring regulatory deadlines, assisting environmental (PCO) compliance, and participating in structured training and mentorship while performing other finance-related duties.

Analyzes employee performance and operational data to detect fraud, manipulation, discrepancies, and unusual patterns. Conducts audits, investigations, root cause analysis, and process reviews; prepares risk reports and maintains investigation records. Recommends fraud controls and process improvements, supports hearings and investigations, performs compliance audits and floor walks, and assists with fraud awareness, social engineering, and data privacy training while safeguarding confidential information.

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.

Act as a strategic finance advisor for Support and SG&A departments, producing monthly spend reports, conducting budget vs. actual variance analysis, delivering transaction-level spend insights, guiding department heads via review meetings, and maintaining financial models and dashboards in NetSuite and Adaptive Planning to improve cost reporting and allocation.

Provide inbound/outbound phone, email, and live chat support for Sky TV clients; troubleshoot software/hardware issues, manage tickets, escalate priority problems, maintain documentation, meet SLAs and quality guidelines, and participate in training and continuous improvement.