Operations Manager

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.

Why Probe? Probe CX amplifies human capabilities with technological excellence. In a world that has never been more competitive, we create blueprints for delivering exceptional CX, combine the latest technology with people, process and data, and provide organisations with complete end-to-end service for customer operations.

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 (KPIs) are met while maintaining open communication. Supported by the Senior Contact Centre Manager and a team of specialised resources, you’ll have the tools and guidance needed to effectively manage Contact Centre 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 Senior Contact Centre Manager, Contact by giving valuable feedback including identifying new business opportunities and suggesting ways to achieve efficiency savings.

• Leadership and Development: Lead, coach, and mentor a team of Team Leaders, fostering a high-performance culture and driving both team and individual success.

• Performance Management: Monitor and evaluate team and individual performance, providing regular feedback and implementing performance improvement plans.

• Client Relationship Management: Build and maintain strong relationships with clients, ensuring their needs are met and KPIs are achieved.

• Continuous Improvement: Analyse data, identify trends, and implement process improvements to enhance customer experience, service quality, and operational efficiency.

• Financial Management: Manage budgets and resources effectively, maximizing profitability and cost efficiency.

• Compliance and Risk Management: Ensure adherence to company policies, procedures, and legal requirements, maintaining a safe and compliant workplace.

• Stakeholder Engagement: 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:

• 3 years or higher experience in a contact centre team leadership role.

• Demonstrated ability to manage staff performance & development, and inspire high levels of employee engagement

• 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

Great opportunity for an experienced Senior Team Leader ready to accelerate their career!.

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. 

At Probe CX equality is not merely a slogan – it's our commitment. Our way of life.  Here, we don't just accept your unique authentic self - we celebrate it, valuing every individual's contribution to our collective success and growth. Join us in celebrating you and your 100%!