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.
PRIMARY FUNCTION:
As a manager, you will be responsible for managing programme staffing to meet daily, weekly, and interval staffing requirements. The person is also responsible for achieving compliance to WFM operating procedures, oversight of WFM real-time and scheduling responsibilities and other workforce-related management tasks.
You will closely coordinate with various business stakeholders; Liaise with Clients & internal stakeholders to drive and deliver information in a concise manner. You have to identify areas of opportunity and implement innovative real-time solutions to maximize efficiency and implement and perform audits to ensure accuracy in all processes and deliverables.
RESPONSIBILITIES:
General and Task Management
● Manage end to end Capacity Planning & Seat Management across campaigns
● Create or builds staffing capacity plans based on contact forecast
● Analyze contact patterns understanding daily, weekly, monthly & annual patterns.
● Create and manage reporting and analysis information from different lines of businesses,
contact types, agent utilization and attrition.
● Liaise with Client & Stakeholder and eventually drive seat utilization
● Create and deliver reports to clients and managers including other Support Departments, to
plan and effect measures to achieve operational and strategic business results.
● Manage deviations from the plan that have financial impact
● Monitor key manufacturing processes for capacity and demand, identify capacity
constraints and provide analysis
● Review data and trends and diagnose problems and concerns
● Utilize knowledge and research methods to benchmark capacity planning activities and to
drive best practice results
Relationship Management
● Collaborate with internal stakeholders to obtain and ensure that current and accurate
information is used for planning purposes to meet operational requirements
● Coordinate cross functional activities to reconcile variances from orginal plans and maintain a view of actual against forecast projections
Skills Required
- At least 2-5 years of experience as a Manager
- End-to-end process background preferred
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
