At Probe Group, 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.
Strategic Planning
- Develop and execute a comprehensive learning and development strategy aligned with business objectives and call center performance goals.
- Analyze trends, performance data, and industry benchmarks to identify training needs and recommend innovative solutions.
Program Design & Delivery
- Design and oversee training programs, including onboarding, leadership development, customer service training, and upskilling for call center agents.
- Leverage modern learning technologies such as e-learning platforms, microlearning, and blended learning approaches to ensure training effectiveness.
- Ensure training materials are updated, relevant, and engaging, focusing on soft skills, product knowledge, and process improvements.
Team Leadership
- Lead, mentor, and develop a team of training specialists, instructional designers, and facilitators.
- Foster a collaborative and high-performing team environment, ensuring alignment with organizational goals.
Stakeholder Collaboration
- Partner with operations, HR, quality assurance, and leadership teams to identify skill gaps and create targeted training initiatives.
- Act as a trusted advisor to senior leadership, providing recommendations on talent development strategies.
Performance Measurement
- Develop metrics to measure the effectiveness of training programs and their impact on employee performance and business outcomes.
- Continuously evaluate and improve training initiatives based on feedback and performance results.
Compliance & Standards
- Ensure all training programs meet legal, regulatory, and organizational compliance requirements.
- Maintain training documentation and certifications for audit readiness.
Qualifications & Skills
Education & Experience
- Bachelor’s degree in Human Resources, Organizational Development, Education, or a related field (Master’s degree preferred).
- Minimum 8-10 years of experience in learning and development, with at least 5 years in a leadership role, preferably in a call center or customer service environment.
Key Competencies
- Strong leadership and team management skills.
- Excellent communication and interpersonal skills.
- Expertise in instructional design, adult learning principles, and training methodologies.
- Proficiency in learning management systems (LMS) and other training technologies.
- Analytical mindset with the ability to interpret data and translate it into actionable insights.
- Change management and project management skills.
Top Skills
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
