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.

Job Purpose

The Operations Manager is responsible for overseeing day-to-day operations and ensuring efficient, cost-effective, and timely delivery of services in line with quality standards and client requirements. This role drives performance, productivity, and profitability through effective operational strategies while leading Team Leaders and cross-functional stakeholders across multiple lines of business.

Key Responsibilities:

• Oversee operations across multiple lines of business (LOBs), managing Team Leaders and operational staff

• Lead and coach Team Leaders to achieve productivity, quality, customer experience, and client KPI targets

• Ensure daily service levels, compliance standards, and performance objectives are consistently met

• Develop team and individual goals and implement action plans to drive results

• Monitor staffing, workforce coverage, and training needs to ensure operational readiness

• Collaborate closely with internal departments, campaigns, and senior management

• Ensure excellent client service through effective issue resolution and continuous improvement initiatives

• Ensure compliance with company policies, procedures, and operational standards

• Support talent development, succession planning, and team capability building

Qualifications

• Proven experience as an Operations Manager or equivalent role

• Strong background in call center operations; IT-related contact center experience preferred

• Demonstrated leadership and people management skills

• Experience in budget planning, forecasting, and performance reporting

• Strong communication, organizational, and decision-making abilities

• Proficient in MS Office and call center operational tools

• Ability to manage multiple priorities in a fast-paced environment

• Must be amenable to work in Eastwood, Quezon City