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.
As an Operations Manager at Probe CX, you aren’t just a supervisor; you are the
architect of excellence. You will lead a multi-layered team of Team Leaders and
frontline agents to deliver world-class customer experiences for our blue-chip clients.
Your mission is to balance human-centric leadership with data-driven performance, ensuring we hit every KPI while maintaining a culture of growth and engagement.
Key Responsibilities
•Strategic Leadership: Direct and develop a team of Team Leaders, fostering a
high-performance culture that aligns with Probe CX’s values.
•Performance Excellence: Monitor and analyze key performance indicators
(KPIs) such as CSAT, NPS, AHT, and Quality Scores. You don't just report
the numbers—you bridge the gap when they fall short.
•Client Management: Act as a primary point of contact for clients, conducting
regular business reviews (QBRs/MBRs) and translating client needs into
operational reality.
•Financial Oversight: Manage the program’s P&L, ensuring optimal resource
allocation, managing shrinkage, and hitting profitability targets
• Process Improvement: Identify bottlenecks in the customer journey or internal
workflows and implement lean, innovative solutions to enhance efficiency.
•People Development: Oversee recruitment, training, and succession planning.
You are responsible for identifying the "rising stars" and coaching them for the
Qualifications:
•At least 2 years of OM experience
• Preferably with Telco experience
•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.
