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 and Asia, 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
The Operations Manager is responsible for overseeing day-to-day operations and ensuring efficient, cost-effective, and timely delivery of services in line with quality standards and client requirements. This role drives performance, productivity, and profitability through effective operational strategies while leading Team Leaders and cross-functional stakeholders across multiple lines of business.
Key Responsibilities:
- Oversee operations across multiple lines of business (LOBs), managing Team Leaders and operational staff
- Lead and coach Team Leaders to achieve productivity, quality, customer experience, and client KPI targets
- Ensure daily service levels, compliance standards, and performance objectives are consistently met
- Develop team and individual goals and implement action plans to drive results
- Monitor staffing, workforce coverage, and training needs to ensure operational readiness
- Collaborate closely with internal departments, campaigns, and senior management
- Ensure excellent client service through effective issue resolution and continuous improvement initiatives
- Ensure compliance with company policies, procedures, and operational standards
- Support talent development, succession planning, and team capability building
Qualifications
- At least 1-2 years of Operations Manager experience
- Preferably with Blended account experience
- Demonstrated leadership and people management skills
- Experience in budget planning, forecasting, and performance reporting
- Strong communication, organizational, and decision-making abilities
- Proficient in MS Office and call center operational tools
- Ability to manage multiple priorities in a fast-paced environment
- Must be amenable to work in Eastwood, Quezon City
Skills Required
- At least 1–2 years of Operations Manager experience
- Blended account experience
- Leadership and people management skills
- Experience in budget planning, forecasting, and performance reporting
- Strong communication, organizational, and decision-making abilities
- Proficiency in Microsoft Office and call center operational tools
- Ability to manage multiple priorities in a fast-paced environment
- Willingness to work in Eastwood, Quezon City
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
