Operations Director

Probe CX; Makati; On-site; PHP 1,800,000 - 3,600,000; Full time

Job summary

Probe CX in the Philippines seeks a seasoned site leader to drive profitable growth across all clients, align resources, and ensure high service quality. The role partners with HR to retain top talent, develops supervisors, and strengthens client relations through proactive, cost-efficient solutions.

You will manage a large team, oversee cross-functional operations, and represent Probe CX in community activities while pursuing corporate goals with fiscal discipline.

Qualifications

• 7-9 years of industry-related experience, including 2-4 years of contact center managerial experience or 10+ years of professional-level business management experience, including 2-4 years managerial experience; fintech campaign is preferred

Responsibilities

• Profitable business growth across all clients within the site, including forecasting/resource planning and prioritization.
• Achieves site revenue and profit goals; sets and maintains priorities to meet client, facility and corporate goals.
• Oversees associate satisfaction, retention and mentoring/development of staff.
• Nurtures client relationships and ensures proactive delivery to improve quality and lower service costs.
• Leads community involvement to project a positive Probe image in the local market.

Skills

Fiscal management

Leadership

Communication

Facilitation

Project management

Microsoft Office

Tools

Microsoft Office

Job description

Job Purpose

• Responsible for the successful operation of a customer contact management site.
• Manages both human and material resources.
• Supports Probe and clients in achieving service, quality and contribution goals.
• Demonstrates sound fiscal management in achieving profitability goals.
• Responsible for operating systems, policies and procedures within the site (including development, implementation and continual improvement of processes) to best achieve overall business goals.
• Responsible for leading process improvement efforts within the facility.
• Provides leadership and management to associates. Strives to achieve overall associate satisfaction.
• Provides development opportunities for the site management team.
• Ensures that appropriate training and development is offered to supervisors.
• Working with peers, serves as an effective business partner to multi-site clients.
• Supports the broader business line and corporate units to achieve goals.
• Represents Probe as a leading business presence through local community involvement.

Duties And Responsibilities

• Profitable Business Growth across all clients within the site, including:
  • Forecasting/Resource planning and prioritization.
  • Achieves site revenue and profit goals.
  • Establishes, monitors and maintains priorities within the site to meet client, facility and corporate goals.
  • Escalates site resource constraints to appropriate level(s) of management.
• Associate satisfaction:
  • Obtains and retains the best talent.
  • Works with Human Resources to address associate and labor issues, as necessary.
  • Ensures that appropriate resources are available for associate mentoring/development and management development.
• Client Relationships:
  • Nurtures client relationships.
  • Ensures that processes are in place to consistently deliver solutions to clients in a proactive manner to enhance the quality of and decrease the cost of service delivery.
• Community Activities:
  • Creates, projects and supports a positive image of Probe within the community.

Qualifications

Experience Target (in this job or a related function/field): 7-9 years of industry-related experience, including 2-4 years of contact center managerial experience or 10+ years of professional-level business management experience, including 2-4 years managerial experience; managing a fintech campaign is preferred

Skills

• Demonstrated strong fiscal management skills in a P&L environment.
• Excellent leadership and interpersonal skills.
• Excellent verbal and written communication skills.
• Demonstrated strong facilitation and presentation skills.
• Demonstrated strong project management and planning skills in order to successfully manage multiple simultaneous projects.
• Solid computer skills, including use of products in the Microsoft Office suite.

Knowledge/Abilities

• Demonstrated strong ability to analyze processes, enact change and think operationally and strategically to achieve business goals.
• Demonstrated ability to manage large groups of people (100+) in a site environment and to work effectively as a business partner within a larger client framework.
• Demonstrated ability to successfully manage excellent customer/client relationships.

Travel

Regular business travel required – Up to 25%. Travel may include client visits, company business meetings or other events, as needed. Travel time will vary. Travel will be completed through the most cost-effective and efficient methods.