Director Of Operations For Rapid Response

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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.

• 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.
• Proactively identify potential operational risks related to staffing shortages and develop contingency plans to mitigate their impact.

Operational & Financial Leadership: Lead and manage cross-functional teams, including Operations, IT, Workforce Management (WFM), Quality, and Training, to support the rapid deployment of resources. Manage account performance against profitability objectives, revenue growth, gross margin, and client expectations while balancing rapid response requirements.

Stakeholder Management & Communication: Direct and coordinate with relevant stakeholders to secure and onboard agents, supervisors, and support resources on short notice. Serve as the primary point of contact for all rapid response initiatives, providing clear, timely updates to senior leadership, clients, and key stakeholders.

Process Optimization & Performance Assurance: Establish and refine operational processes for the recruitment, onboarding, training, and deployment of temporary staff to maximize efficiency and service quality. Implement and monitor key performance indicators (KPIs) to ensure that both financial targets and quality standards are consistently achieved.

Employee & Organizational Development: Support client goals by developing workforce agility and ensuring employees are equipped to adapt to rapid deployment needs. Foster a strong employee experience, capability, and morale in fast-paced, contingency-driven environments.

• Demonstrated expertise in rapid response, surge staffing, business continuity, or contingency planning, ideally in a global or multi-site environment.
• Experience: At least one year of specific experience in a leadership role focused on rapid-response operations, short-term staffing, contingency planning, or surge management within a BPO or customer service environment.
• Execution and Leadership: Demonstrated ability to manage day-to-day project activities, coordinate cross-functional teams, and ensure tasks are completed on schedule.
• Strong leadership to motivate teams and effective communication to keep stakeholders aligned.
• Operational & Financial Expertise: Deep understanding of BPO operations, including Customer Care (phone), Workforce Management (WFM), Quality Assurance, and Training, with proven experience managing account performance, revenue targets, gross profit, and cost efficiency.

Foundever is an equal opportunity employer that values diversity and inclusion. We do not discriminate on the basis of race/origin, religion, color, gender, sexual orientation, marital status, veteran status or disability status.