Operations Manager

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.

• Manage the performance and development of direct reports

  • Formulate a daily/weekly and monthly plan of action by using all available statistical or historical data as well as qualitative information

  • Conduct regular triad coaching sessions to identify strengths and opportunities of assigned Team Leaders

  • Develop management skills of direct reports

  • Conduct daily pre or post shift meetings to discuss and/or cascade critical information

  • Conduct regular performance evaluation

•  Manage results and numbers

  • Monitor individual and team results versus targets on a daily, weekly, month-to-date (MTD), year-to-date (YTD) and if possible, project-to-date

  • Conduct daily pre or post shift meetings to discuss team stats/reports

  • Ensure efficiencies are well-managed and at par with expectations to minimize unfavorable impact on financial goals

  • Ensure metrics and client service levels and turn around time are met

  • Use trended data to analyze team performance and formulate action plans for improvement  

  • Prepare and submit daily, weekly, monthly and annual reports without delay

•  Ensure accountability among team members

  • Manage and develop the team to meet and exceed program goals

  • Provide regular feedback on performance of subordinates

  • Document coaching sessions and prepare development action plan to address areas for improvement

  • Prepare appropriate documentation to ensure corrective action is taken to address behavioral or performance related issues/opportunities of team members

• Provide leadership and motivation to direct reports

  • Set clear directions for the team through clear communication of goals and objectives, tasks, assignments, etc

  • Propose and/or implement simple incentive programs to help boost team performance

  • Give recognition to the team members’ group and individual achievements and prepare the appropriate documentation/commendation

  • Has a clear understanding and able to firmly and fairly implement company policies, code of ethics and code of conduct

  • Set a good example by strictly adhering to the company’s policies, procedures and guidelines

•  Develop harmonious working relationship and teamwork

  • Establish open lines of communication within the team

  • Conduct regular skip level meeting or focus group discussions (FGD) with agents

  • Promote positive mental attitude

  • Thrive as a leader in a fast-paced, high-energy, change-oriented environment

  • Keep employee attrition and absenteeism within controllable limits

• Stakeholder Management

  • Prepare and conduct business reviews with clients

  • Handle commercial discussions

  • Create Change Requests or Contract Variation documents when needed

  • Handle client escalations and provide strategic and mitigation plans to address it

• Other

  • Complete tasks delegated/assigned by the Senior Operations Manager or above

  • Perform other reasonable duties as required