Operations Manager

Probe Group; Pateros; On-site; PHP 800,000 - 1,200,000; Full time

Job summary

Probe Group is seeking an experienced Operations Manager to lead multiple lines of business and a diverse team of managers, with a focus on improving performance, productivity and profitability. You will coordinate operations, align with specifications and quality requirements, and drive efficiency through effective methods and strategies.

The role requires strong leadership, excellent communication across levels, and a proven track record in contact center or IT-related operations.

Qualifications

• Proven work experience as Operations Manager or equivalent.
• Telco background is highly desirable.
• Adequate knowledge of organisational effectiveness and operations management.
• Essential experience in extreme call center management to succeed in this role.
• Substantial experience in a similar IT-related contact center role.
• Budget development and oversight experience.
• Familiarity with business and financial principles and practices.
• Working knowledge of budgets, forecasting and metrics.
• Basic IT skills (databases, MS Office etc).
• Ability to effectively communicate with all levels of the organisation.
• Strong leadership and organisational skills.

Responsibilities

• Oversee and direct activities of multiple LOBs with Team Leaders and staff.
• Multitask across a wide spectrum of duties.
• Manage Circle Leaders to ensure productivity and customer satisfaction.
• Interact daily with all departments and the management team.
• Oversee staffing, coverage, training, and client service delivery.
• Develop individual and team goals and implement plans to achieve them.
• Ensure compliance with policies and procedures.
• Guide Circle Leaders to meet team and personal goals.
• Ensure delivery of Client KPIs such as service level and quality measures.
• Develop operational talent by optimizing team skills with recruitment partners.

Skills

Operations management

Team leadership

Budgeting

Process improvement

Performance metrics

Client/customer outcomes

Communication

Tools

MS Office

Databases

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. Coordinate all organization’s operations. You will be 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 activities of a number of LOBs along with all Team Leaders and staff
• Responsible for a wide spectrum duty and must be able to multitask with ease and proficiency
• Manage Circle 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 plans to carry out objectives.
• Ensure compliance with all established policies and procedures
• Guide Circle Leaders in meeting team and individual goals
• 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

Qualifications and Key Competencies:

• Proven work experience as Operations Manager or equivalent
• Telco background is highly desirable
• Adequate knowledge of organisational effectiveness and operations management
• Essential Experience/Skills and Extreme call center management experience is essential to be a success in this role
• Substantial experience within a similar role within an IT related contact center
• Budget development and oversight experience
• Familiarity with business and financial principles and practices
• Working knowledge of budgets, forecasting and metrics
• Basic IT skills (databases, MS Office etc)
• Ability to effectively communicate with all levels of the organisation
• Strong Leadership and organisational skills