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
Ensuring that all operations are manufactured in a correct, cost effective and timely manner in alignment with specifications and quality requirements. Responsible for improving performance, productivity, efficiency and profitability through the implementation of effective methods and strategies. You will manage a team of managers, training managers, and other direct reports
Duties and Responsibilities
Oversee and direct the activities of a number of LOBs along with Operations Manager and staff
Manage Circle Leaders to ensure program’s productivity and customer satisfaction/client performance objectives are met efficiently
Responsible for regular and often daily interaction with all the company departments, campaigns and the whole management team.
Responsible for all aspects of operations which include but are not limited to monitoring operations staffing, provide temporary coverage and training; provision of excellent clientele service, problem resolution and the like.
Motivate and effectively performance manage Operations Managers within the account to ensure delivery of overall targets and business plan
Qualifications and Key Competencies
Proven work experience as Senior Operations Manager
Essential Experience/Skills and Extreme call center management experience is essential to be a success in this role Substantial experience within a similar role within an IT related contact center
Ability to demonstrate achievement of results e.g. business improvements, cost savings, revenue generation
Excellent leadership, people management, communication and influencing skills at a senior level
Experience of working in an Outsourcing or contact center operation
Must be amenable to work in Eastwood, Quezon City
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
