
Rapid Response Operations Manager
1 day ago
As a seasoned leader, you will oversee the day-to-day operational activities of our rapid response team. Your expertise will ensure seamless and efficient execution of contingency and short-term staffing strategies. You will be responsible for managing teams and resources to meet urgent customer care demands.
Key Responsibilities
- Operational Execution: Lead the tactical planning and execution of rapid response events to guarantee timely service delivery.
- Team Leadership: Directly manage and coach a team of supervisors and team leads to foster a strong culture and drive performance.
- Resource Coordination: Collaborate with internal departments and external subcontractors to facilitate quick onboarding and deployment of resources.
- Performance Management: Analyze key performance indicators (KPIs) and service level agreements (SLAs) during rapid deployments, taking swift action to address performance gaps.
Qualifications
- Leadership Experience: A minimum of 3–5 years of leadership experience within a customer service environment, with direct experience managing teams in fast-paced, high-volume settings.
- Operational Expertise: A deep understanding of BPO operations, including customer care, Workforce Management, Quality Assurance, and Training.
- Execution Focus: Proven ability to manage complex operational plans and lead teams to meet tight deadlines under pressure.
- Problem-Solving: Strong analytical skills with a knack for quickly identifying issues and implementing effective solutions.
Preferred Qualifications
- Bachelor's degree in Business Administration or equivalent.
- Experience leading teams for large-scale projects.
- Background in fast-paced customer service environments.
- Familiarity with project management methodologies such as Agile or Scrum.
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