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.
Responsible for the successful operation of a customer contact management site.
Manages both human and material resources.
Supports Probe and clients in achieving service, quality and contribution goals.
Demonstrates sound fiscal management in achieving profitability goals.
Responsible for operating systems, policies and procedures within the site (including development,
implementation and continual improvement of processes) to best achieve overall business goals.
Responsible for leading process improvement efforts within the facility.
Provides leadership and management to associates. Strives to achieve overall associate satisfaction.
Provides development opportunities for the site management team.
Ensures that appropriate training and development is offered to supervisors.
Working with peers, serves as an effective business partner to multi-site clients.
Supports the broader business line and corporate units to achieve goals.
Represents Probe as a leading business presence through local community involvement.
Duties and Responsibilities:
Profitable Business Growth across all clients within the site, including:
o Forecasting/Resource planning and prioritization.
o Achieves site revenue and profit goals.
o Establishes, monitors and maintains priorities within the site to meet client, facility and corporate goals.
o Escalates site resource constraints to appropriate level(s) of management.Associate satisfaction:
o Obtains and retains the best talent.
o Works with Human Resources to address associate and labor issues, as necessary.
o Ensures that appropriate resources are available for associate
mentoring/development and management development.Client Relationships:
o Nurtures client relationships.
o Ensures that processes are in place to consistently deliver solutions to clients in a proactive manner to enhance the quality of and decrease the cost of service delivery.Community Activities:
o Creates, projects and supports a positive image of Probe within the community.
Skills Required
- Experience in contact management operations
- Proven leadership experience
- Strong fiscal management skills
- Skill in process improvement methodologies
- Experience in resource planning and prioritization
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
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