Probe Group
OperationsManager
“Operations Manager at Probe Group. Skills: process management, cross-functional coordination, vendor/stakeholder management, operational metrics, resource planning, continuous improvement. Direct and develop a team of Team Leaders, fostering a high-performance culture that aligns with Probe CX’s values.. Monitor and analyze key performance indicators (KPIs) such as CSAT, NPS, AHT, and Quality Scores.”
What You'll Achieve.
deliver world-class customer experiences; balance human-centric leadership with data-driven performance; ensuring we hit every KPI; maintaining a culture of growth and engagement; hitting profitability targets
Industry & Context.
Identify bottlenecks in the customer journey or internal workflows and implement lean, innovative solutions to enhance efficiency.
Must be amenable to work in Eastwood, Quezon City
What They're Looking For.
Must Have
At least 2 years of OM experience
Nice to Have
Preferably with Telco experience
What You'll Do.
Direct and develop a team of Team Leaders
fostering a high-performance culture that aligns with Probe CX’s values.
Monitor and analyze key performance indicators (KPIs) such as CSAT
Act as a primary point of contact for clients
conducting regular business reviews (QBRs/MBRs) and translating client needs into operational reality.
Manage the program’s P&L
ensuring optimal resource allocation
and hitting profitability targets
Identify bottlenecks in the customer journey or internal workflows and implement lean
innovative solutions to enhance efficiency.
and succession planning.
identifying the "rising stars" and coaching them for the
How You'll Work.
Team & Collaboration
cross-functional coordination
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