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
The Operations Manager is primarily responsible for the delivery of the campaign’s performance via effective coaching, tracking and development of a group of Team Leaders & their Team Members. The successful candidate is also in charge of day-to-day Operations and the application of strategic processes to meet performance and campaign-specific objectives. Other responsibilities of the Operations Manager are as follows:
Duties & Responsibilities
●Lead and inspire Team Leaders and their Team members to Improve, exceed & sustain
campaign key performance indicators (KPIs)
●Oversee and direct activities of a number of LOBs along with all Team Leaders and
Team Members
●Develop Team Leader via effective coaching and performance monitoring/tracking and
guide them in meeting team and individual goals
●Develop individual & team goals and implement plans to carry out objectives
Plan, strategize and maintain a daily/weekly/monthly operating cadence
●Partner with Afterpay to meet objectives and ensure compliance with all established
policies and procedures
●Responsible for regular and often daily interaction and collaboration with all the company
departments,campaigns and the whole management team.
●Responsible for all aspects of operations which include but not limited to monitoring
operations staffing, provide temporary coverage and training; provision of excellent
clientele service, problem resolution and the like.
Requirements:
●Solid leadership and impeccable organizational and decision-making skills
●Excellent level of both oral and written communication skills ensuring clear
communication with key stakeholders at all times
●Ability to build, sustain rapport and gain trust with the Client and other stakeholders
●Proven work experience as Operations Manager
●Adequate knowledge of organizational effectiveness and operations management
●Budget development and oversight experience
●Familiarity with business and financial principles and practices
●Working knowledge of budgets, forecasting and metrics
●Basic IT skills (databases, MS Office etc) and other pertinent call centre communication and operational tools
●Responsible for a wide spectrum duty and must be able to multitask with ease and proficiency
●Flexible with working days and potentially on-call to attend to urgent matters
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.
