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
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
Proven experience as an Operations Manager or equivalent role
Strong background in call center operations; IT-related contact center experience preferred
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
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
