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.
About the role
The Operations Manager is primarily responsible for the delivery of the campaign’s performance via effective coaching, tracking and development of a group of Team Leaders & their Team Members. The successful candidate is also in charge of day-to-day Operations and the application of strategic processes to meet performance and campaign-specific objectives. Other responsibilities of the Operations Manager are as follows:
Duties & Responsibilities
● Lead and inspire Team Leaders and their Team members to Improve, exceed & sustain
campaign key performance indicators (KPIs)
● Oversee and direct activities of a number of LOBs along with all Team Leaders and
Team Members
● Develop Team Leader via effective coaching and performance monitoring/tracking and
guide them in meeting team and individual goals
● Develop individual & team goals and implement plans to carry out objectives
Plan, strategize and maintain a daily/weekly/monthly operating cadence
● Partner with Afterpay to meet objectives and ensure compliance with all established
policies and procedures
● Responsible for regular and often daily interaction and collaboration with all the company
departments,campaigns and the whole management team.
● Responsible for all aspects of operations which include but not limited to monitoring
operations staffing, provide temporary coverage and training; provision of excellent
clientele service, problem resolution and the like.
Requirements:
● Solid leadership and impeccable organizational and decision-making skills
● Excellent level of both oral and written communication skills ensuring clear
communication with key stakeholders at all times
● Ability to build, sustain rapport and gain trust with the Client and other stakeholders
● Proven work experience as Operations Manager
● Adequate knowledge of organizational effectiveness and operations management
● Budget development and oversight experience
● Familiarity with business and financial principles and practices
● Working knowledge of budgets, forecasting and metrics
● Basic IT skills (databases, MS Office etc) and other pertinent call centre communication and operational tools
● Responsible for a wide spectrum duty and must be able to multitask with ease and proficiency
● Flexible with working days and potentially on-call to attend to urgent matters
Skills Required
- Solid leadership and organizational skills
- Excellent oral and written communication skills
- Proven work experience as Operations Manager
- Adequate knowledge of organizational effectiveness and operations management
- Budget development and oversight experience
- Familiarity with business and financial principles
- Basic IT skills (databases, MS Office etc.)
- Ability to multitask with ease
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
