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.

AboutUs

AtProbeGroup,we’repoweredbypassion,drivenbycuriosity,enrichedbyapurposetodoitbetter.Weworkhardandloveagoodchallenge(ormultiple).WithclientsspanningacrossthePacific,AsiaandNorthAmerica,we’renostrangertothinkingbigandworkingwithinnovativemindstoachievegreat
success.Wearededicatedtodoingthingsbetterthanthedaybefore,andourexponentialgrowthislivingproofthatwehavestayedtruetothisethos.AtProbe,expecttothinkdifferently,challengethenormandfindyourpurpose.

Abouttherole

TheOperationsManagerisprimarilyresponsibleforthedeliveryofthecampaign’sperformanceviaeffectivecoaching,trackinganddevelopmentofagroupofTeamLeaders&theirTeamMembers.Thesuccessfulcandidateisalsoinchargeofday-to-dayOperationsandtheapplicationofstrategicprocessestomeetperformanceandcampaign-specificobjectives.OtherresponsibilitiesoftheOperationsManagerareasfollows:

Duties&Responsibilities
●LeadandinspireTeamLeadersandtheirTeammemberstoImprove,exceed&sustaincampaignkeyperformanceindicators(KPIs)
●OverseeanddirectactivitiesofanumberofLOBsalongwithallTeam LeadersandTeamMembers
●DevelopTeamLeaderviaeffectivecoachingandperformance monitoring/trackingandguidetheminmeetingteamandindividualgoals
●Developindividual&teamgoalsandimplementplanstocarryoutobjectives.
●Plan,strategizeandmaintainadaily/weekly/monthlyoperatingcadence
●PartnerwithAfterpaytomeetobjectivesandensurecompliancewithallestablishedpoliciesandprocedures
●Responsibleforregularandoftendailyinteractionandcollaborationwithallthecompanydepartments,campaignsandthewholemanagementteam.
●Responsibleforallaspectsofoperationswhichincludebutnotlimitedtomonitoringoperationsstaffing,providetemporarycoverageandtraining;provisionofexcellentclienteleservice,problemresolutionandthelike.

Requirements:

●At least 2-3 years of OM experience
●Solidleadershipandimpeccableorganizationalanddecision-makingskills
●Excellentlevelofbothoralandwrittencommunicationskillsensuringclearcommunicationwithkeystakeholdersatalltimes
●Abilitytobuild,sustainrapportandgaintrustwiththeClientandotherstakeholders
●ProvenworkexperienceasOperationsManager
●Adequateknowledgeoforganizationaleffectivenessandoperationsmanagement
●Budgetdevelopmentandoversightexperience

● Familiarity with business and financial principles and practices
● Working knowledge of budgets, forecasting and metrics
● Basic IT skills (databases, MS Office etc) and other pertinent call centre communication and operational tools
● Responsible for a wide spectrum duty and must be able to multitask with ease and proficiency
● Flexible with working days and potentially on-call to attend to urgent matters