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.
About the Role
As an Operations Manager, you will oversee daily operations to ensure smooth and efficient service delivery. You’ll communicate company and client objectives, fostering a high-performance culture among Team Leaders. Your leadership will be key in coaching and mentoring Team Leaders while driving performance, data analysis, and process improvement to enhance customer experience and service quality.
You will also manage client relationships, ensuring Key Performance Indicators are met while maintaining open communication. Supported by a team of specialised resources, you’ll have the tools and guidance needed to effectively manage operational performance. Your role will focus on empowering your team to achieve business objectives, meet People, Client, and Financial targets, and drive overall success.
Key Responsibilities:
Drive operational effectiveness across the Contact Centre by implementing best practice initiatives, managing resource priorities and risks, and developing proactive solutions to exceed performance standards.
Develop and maintain a strong relationship with the Operations Director, by giving valuable feedback including identifying new business opportunities and suggesting ways to achieve efficiency savings.
Lead, coach, and mentor a team of Team Leaders, fostering a high-performance culture and driving both team and individual success.
Monitor and evaluate team and individual performance, providing regular feedback and implementing performance improvement plans.
Build and maintain strong relationships with clients, ensuring their needs are met and KPIs are achieved.
Analyse data, identify trends, and implement process improvements to enhance customer experience, service quality, and operational efficiency.
Manage budgets effectively to maximize profitability. You will be responsible for negotiating client contracts and must be comfortable interpreting contractual obligations to ensure delivery.
Collaborate effectively with internal and external stakeholders, fostering a positive and productive working environment.
About You
To excel in this role, you'll be a passionate leader with a proven ability to inspire and guide your team. You'll have a strong track record of success in key areas such as employee retention and engagement, client performance, and meeting financial targets. You're a natural relationship builder, fostering strong connections both within your team and across the wider organisation. Additionally, you possess the ability to effectively mentor and develop Team Leaders, contributing to their growth and the overall success of the Contact Centre
Key Skills and Attributes Required:
Proven background in a similar Contact Centre Operations Management role
Demonstrated experience in interpreting and negotiating contracts and managing the associated commercial risks.
Ability to manage staff performance and inspire high levels of employee engagement.
Sound business understanding and ability to manage budgets and resources effectively.
Interpersonal and negotiation skills in dealing with key stakeholders including senior management, clients, support functions and customers
High quality written and verbal communication skills with the ability to understand and communicate complex issues
Strategic thinker with strong risk and data analysis skills leading to sound decision making and recommendations
About Probe CX
Probe CX is a global business of 9000 team members. We believe in combining human expertise with technology to deliver exceptional results. We are a digitally-enabled and data-driven company, but first & foremost we are people-purpose led. Our team members are instrumental in delivering on our promise to provide a human touch to every interaction.
Probe CX firmly believes that the strength of our company lies with the diversity and talent of our people. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, making room for opportunities for each individual to thrive. Join us in celebrating you and your 100% authentic self
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.
