{"id":4258520,"url":"https://alion.io/job/probe-cx-operations-manager-2","title":"Operations Manager","company":{"id":2948209,"name":"Probe CX","domain":"probecx.com","url":"https://alion.io/company/probecx","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"services","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":75,"open_postings":19,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-11-14T05:58:10Z"}},"role":"Management","role_family":"Management","seniority":"junior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Quezon City, Philippines"],"countries":["PH"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-11-13T14:29:22Z","employer_posted_date":"2026-11-13","last_verified_at":"2026-11-15T04:11:01Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"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 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.\nJob Overview:\nManage assigned Team Leaders to meet performance, quality, customer satisfaction, efficiency\nand hours/time goals by providing knowledge, support and guidance in accordance with\nclient-approved processes as well as internal company policies and procedures. Build and\nmaintain client relationship with day-to-day stakeholders.\nDuties & Responsibilities:\nManage the performance and development of direct reports\nFormulate a daily/weekly and monthly plan of action by using all available statistical or\nhistorical data as well as qualitative information\nConduct regular triad coaching sessions to identify strengths and opportunities of assigned\nTeam Leaders\nDevelop management skills of direct reports\nConduct daily pre or post shift meetings to discuss and/or cascade critical information\nConduct regular performance evaluation\nManage results and numbers\nMonitor individual and team results versus targets on a daily, weekly, month-to-date (MTD),\nyear-to-date (YTD) and if possible, project-to-date\nConduct daily pre or post shift meetings to discuss team stats/reports\nEnsure efficiencies are well-managed and at par with expectations to minimize unfavorable\nimpact on financial goals\nEnsure metrics and client service levels and turn around time are met\nUse trended data to analyze team performance and formulate action plans for improvement\nPrepare and submit daily, weekly, monthly and annual reports without delay\nEnsure accountability among team members\nManage and develop the team to meet and exceed program goals\nProvide regular feedback on performance of subordinates\nDocument coaching sessions and prepare development action plan to address areas for\nimprovement\nPrepare appropriate documentation to ensure corrective action is taken to address behavioral\nor performance related issues/opportunities of team members\nProvide leadership and motivation to direct reports\nSet clear directions for the team through clear communication of goals and objectives, tasks,\nassignments, etc\nPropose and/or implement simple incentive programs to help boost team performance\nGive recognition to the team members’ group and individual achievements and prepare the\nappropriate documentation/commendation\nHas a clear understanding and able to firmly and fairly implement company policies, code of\nethics and code of conduct\nSet a good example by strictly adhering to the company’s policies, procedures and guidelines\nDevelop harmonious working relationship and teamwork\nEstablish open lines of communication within the team\nConduct regular skip level meeting or focus group discussions (FGD) with agents\nPromote positive mental attitude\nThrive as a leader in a fast-paced, high-energy, change-oriented environment\nKeep employee attrition and absenteeism within controllable limits\nQualifications\n* At least 1-2 years of experience as an Operations Manager in a BPO environment.\n* At least 6 months of experience in messaging or chat support operations.\n* Preferably with Healthcare background but not required\n* Proven experience managing Team Leaders\n* Strong understanding of BPO metrics, KPIs, and SLAs.\n* Demonstrated ability to drive operational performance and achieve business targets.\n* Excellent leadership, communication, analytical, and problem-solving skills.\n* Experience in performance management, coaching, and employee development.\n* Ability to manage multiple priorities in a fast-paced environment.\n* Willingness to work onsite in Eastwood, Quezon City","description_format":"text","description_chars":4002,"description_truncated":false,"requirements":{"experience_years_min":1,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Artificial Intelligence","Professional Services","Business Process Outsourcing (BPO)"],"lifecycle":[{"event":"open","at":"2026-11-13T14:29:22Z"}],"visa":[],"liveness":{"score":63,"band":"ok","label":"Likely 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