Director of Operations for Rapid Response & Readiness

About the Role

We're looking for a highly skilled Director of Operations, Rapid Response & Readiness with specialized experience in contingency planning and short-term staffing management within outsourced CX environment. This pivotal role requires a dynamic leader capable of rapidly mobilizing internal and external resources to meet urgent customer care demands. This position reports directly to the VP / SVP of Operations in the Philippines. The ideal candidate will be a strategic thinker and an expert problem-solver who can build and manage a flexible operational framework to ensure business continuity and high-quality service delivery during times of peak demand or unexpected staffing needs.

KEY RESPONSIBILITIES

• Strategic Rapid Response & Contingency Planning

Develop and execute a comprehensive strategy for rapid resource mobilization and short-term staffing, ensuring a swift and efficient response to unplanned staffing needs.

Lead and manage cross-functional teams, including Operations, IT, Workforce Management (WFM), Quality, and Training, to support the rapid deployment of resources.