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.
Qualifications
•Ability to manage multiple stakeholders and business / departmental contributors, whilst running a fully-functioning, efficient and seamless end to end contact center operations.
•Strong knowledge of support processes such as workforce management, quality, training, transition and process excellence / business improvement
•Preferably with Telco experience
•Must be amenable work in Eastwood, Quezon City
Skills
•Data-driven and analytical•Strategic and business results-focused
•Excellent written and verbal communication skills
•Strong and Consistent Leadership presence
•Highly-commended people manager
•Highly-structured and organised ways of working
•Consistent and strategic problem-solving and decision-making skills
Operational Performance:
•Ensure execution of delivery work across one or more service delivery operations.
•Overall lead in managing performance of multiple lines of business of respective vertical/s, by consistent and satisfactory delivery of KPI’s across all channels and lines of Business
•Conduct daily, weekly / monthly business review with various stakeholders / business partners within the organisation
•Track service performance and direct action to identify root causes of issues and put in place remedial actions•Conduct regular performance evaluation
Skills Required
- Manage end-to-end contact center operations and multiple stakeholders
- Strong knowledge of workforce management, quality, training, transition, and process excellence/business improvement
- Ability to ensure delivery and performance across multiple lines of business and channels, meeting KPIs
- Conduct regular business reviews and performance evaluations with stakeholders
- Data-driven and analytical decision-making
- Excellent written and verbal communication skills
- Strong leadership presence and proven people management skills
- Highly-structured and organized ways of working
- Consistent and strategic problem-solving and decision-making skills
- Preferably with Telco experience
- Must be amenable to work in Eastwood, Quezon City (on-site)
