Job Description

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

Ensuring that all operations are manufactured in a correct, cost effective and timely manner in alignment with specifications and quality requirements. Responsible for improving performance, productivity, efficiency and profitability through the implementation of effective methods and strategies. You will manage a team of managers, training managers, and other direct reports.

Duties and responsibilities
▪ Oversee and direct the activities of a number of LOBs along with all Team Leaders and staff
▪ Responsible for a wide spectrum of duty and must be able to multitask with ease and proficiency
▪ Manage Team Leaders to ensure program’s productivity and customer satisfaction/client performance objectives are met efficiently
▪ Responsible for regular and often daily interaction with all the company departments, campaigns and the whole management team.
▪ Responsible for all aspects of operations which include but are not limited to monitoring operations staffing, provide temporary coverage and training; provision of excellent clientele service, problem resolution and the like.
▪ Develop individual & team goals and implement a plan to carry out objectives.
▪ Ensure compliance with all established policies and procedures
▪ Responsible for the Operations Lead and for the delivery of the overall operational metrics & sales targets.
▪ To proactively maintain regular engagement with key client contacts in line with client expectations.
▪ Ensure delivery of Client KPIs Target including day to day service level, customer experience, quality measures and compliance measures
▪ Responsible for the development of the operational talent pool by optimizing the skills of the existing team, in partnership with our internal recruitment teams to attract the very best
external talent, in line with the agreed framework, succession planning will be in place to ensure key roles are filled and individual talent is recognized
▪ To have a well-defined Communication and Engagement model in place to ensure all teams understand the performance of the business and also that they understand the needs of their teams
▪ Successfully delivering and managing peak trading period in the retail industry
▪ Responsibility and accountability for the operational performance of the client areas and for exceeding targets of all required metrics
▪ The continuous identification implementation of operational best practice through interaction with the wider team
▪ Motivate and effectively performance manage Operations Managers within the account to ensure delivery of overall targets and business plan.
▪ Selecting, effectively managing and coaching Operations Managers

Qualifications and Key Competencies:
● Proven work experience as Senior Operations Manager
● Essential Experience/Skills and Extreme call center management experience is essential to be a success in this role
● Ability to demonstrate achievement of results e.g. business improvements, cost savings,
revenue generation
● Excellent leadership, people management, communication and influencing skills at a senior level
● Experience of working in an Outsourcing or contact center operation
● Experienced in managing large multi-site /Multi skilled contact centers
● Ability to build and maintain strong client relationships
● Ability to demonstrate been able to translate business strategy into day to day delivery
● Strong commercial understanding and previous accountability for profit targets
● Setting and reviewing Quality performance standards
● Setting and reviewing of organizational / productivity objectives in line with the commercial contract
● Managing Client Engagement
● Responsible for Business Continuity