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
The Operations Manager is responsible for overseeing day-to-day operations and ensuring efficient, cost-effective, and timely delivery of services in line with quality standards and client requirements. This role drives performance, productivity, and profitability through effective operational strategies while leading Team Leaders and cross-functional stakeholders across multiple lines of business.
Key Responsibilities:
Oversee operations across multiple lines of business (LOBs), managing Team Leaders and operational staff
Lead and coach Team Leaders to achieve productivity, quality, customer experience, and client KPI targets
Ensure daily service levels, compliance standards, and performance objectives are consistently met
Develop team and individual goals and implement action plans to drive results
Monitor staffing, workforce coverage, and training needs to ensure operational readiness
Collaborate closely with internal departments, campaigns, and senior management
Ensure excellent client service through effective issue resolution and continuous improvement initiatives
Ensure compliance with company policies, procedures, and operational standards
Support talent development, succession planning, and team capability building
Qualifications
Proven experience as an Operations Manager or equivalent role
Strong background in call center operations; IT-related contact center experience preferred
Demonstrated leadership and people management skills
Experience in budget planning, forecasting, and performance reporting
Strong communication, organizational, and decision-making abilities
Proficient in MS Office and call center operational tools
Ability to manage multiple priorities in a fast-paced environment
Must be amenable to work in Eastwood, Quezon City
Probe CX is a global customer experience organisation focused on creating environments where digitally-enabled CX thrives. A part of Probe Group, we enhance experiences with the right blend of people and technology to help our clients achieve their CX transformation goals. Partnering with organisations across more than 11 industries, our solutions help unlock trapped CX value.
We create meaningful interactions that exceed expectations through our digitally-powered, people-first approach. Rooted in a culture of diversity, accountability and respect, Probe CX designs scalable, end-to-end CX solutions by understanding the challenges of our clients, their employees and their customers.
From managed and outsourced services to intelligent automation and workforce transformation, our teams drive tangible results for businesses of all sizes. With over 40 years of experience building socially responsible and sustainable CX solutions, we are the partner of choice for next-generation driven CX.
