Operations Director

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.

Job 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.

Qualifications:

Experience Target (in this job or a related function/field): 7-9 years of industry-related experience, including 2-4 years of contact center managerial experience or 10+ years of professional-level business management experience, including 2-4 years managerial experience; managing a fintech campaign is preferred
● Skills: (identify essential skills required, and identify additional skills that enable success in performing this job)
○ Demonstrated strong fiscal management skills in a P&L environment.
○ Excellent leadership and interpersonal skills.
○ Excellent verbal and written communication skills.
○ Demonstrated strong facilitation and presentation skills.
○ Demonstrated strong project management and planning skills in order to
successfully manage multiple simultaneous projects.
○ Solid computer skills, including use of products in the Microsoft Office suite.
● Knowledge/Abilities: (describe type and level of knowledge or ability needed to perform essential job functions and those that enable success in performing this job)
○ Demonstrated strong ability to analyze processes, enact change and think
operationally and strategically to achieve business goals.
○ Demonstrated ability to manage large groups of people (100+) in a site environment
and to work effectively as a business partner within a larger client framework.
○ Demonstrated ability to successfully manage excellent customer/client relationships.
● Regular business travel required – Up to 25%. Travel may include client visits, company business meetings or other events, as needed. Travel time will vary. Travel will be completed through the most cost-effective and efficient methods.