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 and Asia, 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 Overview:

Manage assigned Team Leaders to meet performance, quality, customer satisfaction, efficiency

and hours/time goals by providing knowledge, support and guidance in accordance with

client-approved processes as well as internal company policies and procedures. Build and

maintain client relationship with day-to-day stakeholders.

Duties & Responsibilities:

Manage the performance and development of direct reports

• Formulate a daily/weekly and monthly plan of action by using all available statistical or

historical data as well as qualitative information

• Conduct regular triad coaching sessions to identify strengths and opportunities of assigned

Team Leaders

• Develop management skills of direct reports
• Conduct daily pre or post shift meetings to discuss and/or cascade critical information
• Conduct regular performance evaluation

Manage results and numbers

• Monitor individual and team results versus targets on a daily, weekly, month-to-date (MTD),

year-to-date (YTD) and if possible, project-to-date

• Conduct daily pre or post shift meetings to discuss team stats/reports
• Ensure efficiencies are well-managed and at par with expectations to minimize unfavorable

impact on financial goals

• Ensure metrics and client service levels and turn around time are met
• Use trended data to analyze team performance and formulate action plans for improvement
• Prepare and submit daily, weekly, monthly and annual reports without delay

Ensure accountability among team members

• Manage and develop the team to meet and exceed program goals
• Provide regular feedback on performance of subordinates
• Document coaching sessions and prepare development action plan to address areas for

improvement

• Prepare appropriate documentation to ensure corrective action is taken to address behavioral

or performance related issues/opportunities of team members

Provide leadership and motivation to direct reports

• Set clear directions for the team through clear communication of goals and objectives, tasks,

assignments, etc

• Propose and/or implement simple incentive programs to help boost team performance

Give recognition to the team members’ group and individual achievements and prepare the

appropriate documentation/commendation

• Has a clear understanding and able to firmly and fairly implement company policies, code of

ethics and code of conduct

• Set a good example by strictly adhering to the company’s policies, procedures and guidelines

Develop harmonious working relationship and teamwork

• Establish open lines of communication within the team
• Conduct regular skip level meeting or focus group discussions (FGD) with agents
• Promote positive mental attitude
• Thrive as a leader in a fast-paced, high-energy, change-oriented environment
• Keep employee attrition and absenteeism within controllable limits

Qualifications

* At least 1-2 years of experience as an Operations Manager in a BPO environment.

* At least 6 months of experience in messaging or chat support operations.

* Preferably with Healthcare background but not required

* Proven experience managing Team Leaders

* Strong understanding of BPO metrics, KPIs, and SLAs.

* Demonstrated ability to drive operational performance and achieve business targets.

* Excellent leadership, communication, analytical, and problem-solving skills.

* Experience in performance management, coaching, and employee development.

* Ability to manage multiple priorities in a fast-paced environment.

* Willingness to work onsite in Eastwood, Quezon City