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.
Main Activities and Responsibilities:
Manage the performance and development of direct reports
• Formulate a daily/weekly and monthly plan of action for each agent by using all available statistical or historical data as well as qualitative information
• Conduct regular transaction call monitoring using client approved or company-standard transaction monitoring/quality assurance evaluation forms
• Provide regular coaching to agents based on effective root cause analysis or problem identification techniques
• Conduct daily pre or post shift meetings to discuss and/or cascade critical information
• Conduct regular performance evaluation
Manage results and numbers
• Track and 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
• Ensure that individual and team goals are being met on a daily, weekly and monthly basis
• Conduct daily pre or post shift meetings to discuss team stats/reports
• 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.
• Conduct regular meetings with agents to improve overall performance of the team
• 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
• Promote positive mental attitude
• Thrive as a team player in a fast-paced, high-energy, change-oriented environment
• Keep employee attrition and absenteeism within controllable limits
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
