At Probe CX, we're powered by passion, driven by curiosity, enriched by a purpose to do it better. We work hard and love a good challenge (or multiple). With clients spanning across the Pacific, Asia and North America, we’re no stranger to thinking big and working with innovative minds to achieve great success. We are dedicated to doing things better than the day before, and our exponential growth is living proof that we have stayed true to this ethos. At Probe, expect to think differently, challenge the norm and find your purpose.
Ensuring that all operations are manufactured in a correct, cost effective and timely manner in alignment with specifications and quality requirements. Coordinate all organization’s operations. You will be responsible for improving performance, productivity, efficiency and profitability through the implementation of effective methods and strategies.
Duties and responsibilities:
● To manage the day–to-day planning, operation and problem-solving of a team of agents to meet with the required service level components, standards and sales targets, to develop the team to ensure delivery of a consistently superior customer experience by highly knowledgeable and customer-focused agents and to act as the communication between the Teammates and Management.
● Delivery of team sales, service level components, quality and productivity targets & indicators.
● People Management, including all HR related issues, as well as staff development.
● Operational Management: Managing the floor, adherence to schedule.
● Ownership and problem resolution.
● Call monitoring, coaching and feedback, responsibility for delivery of the defined customer experience in every call.
Qualifications and Key Competencies:
● At least 1 year of experience in similar capacity is required for this position
● Experience handling sales telco account
● Good problem solving and critical thinking skills with focus on issue
resolution and customer satisfaction
● Resourceful, able to multitask and has high attention to details
● Self-motivated and able to work independently as well as contribute to cross-functional and global teams
●Must be amenable to work in BGC, Taguig
What We Do
At Probe CX, we help our clients become modern digital organisations.
With a dedicated team of 19,000-plus staff across five countries, including Australia, New Zealand, the Philippines, the United States, and India, we create blueprints for delivering exceptional CX. We combine the latest technology with people, processes, and data, and provide businesses with complete end-to-end service for customer operations.
In a world that has never been more competitive, Probe CX creates innovative, contemporary digital solutions with a human touch to help unlock trapped value and establish a foundation for service-led value creation that is socially responsible and sustainable.
Having worked with clients across various industries, ranging from household names to ambitious start-ups, Probe CX is committed to helping organisations create environments for digitally-enabled CX to thrive