Key Responsibilities

Team Leadership & Development

• Team Leadership & Development

People Management: Lead and manage a team of Quality Analysts, providing the coaching, support, and professional development necessary to meet performance targets.

• Individual Development Plans: Conduct at least bi-monthly 1-on-1 career coaching sessions to help team members bridge skill gaps, focusing on competencies like advanced RCA, stakeholder management, and policy expertise.
• Onboarding & Upskilling: Oversee the onboarding of new Quality staff and collaborate with the Training team to address upskill/cross-skill needs based on quality performance.
• Conflict & Dispute Resolution: Serve as the final arbiter for internal audit disputes and technical calibration variances that cannot be resolved at the Quality Analyst level. Handle internal and external escalations through the standard processes within the agreed turnaround time.

Quality Governance 

• Sampling Audit Management:  Oversee the full 360-degree sampling cycle—from defining the sampling logic and verifying statistically significant data sets to managing the appeal process and final analysis. Ensure the Quality Team’s compliance with the sampling volume requirements.
• Executive Reporting: Support the Quality Manager during WBR, MBR, and QBR sessions, translating complex audit data into high-impact "Executive Summaries" and “Path to Green” or “Get Well” strategies.
• Internal Quality Alignment:  Lead cross-functional Quality Meetings for each Line of Business (LOB) to drive performance visibility. This includes deep dives into key metrics— Audit Completion Rate, Quality Scores, Critical Errors —while ensuring all teams are aligned on the latest policy or quality guidelines updates, organizational changes, and auditor accuracy (ATA) results.
• Audit the Auditor (ATA): Execute the "checks on the checker" framework to maintain audit standardization and eliminate auditor bias across the team.
• Operational Alignment: Spearhead Weekly Meetings with Operations and Training Teams to align on upskilling needs and action plans, based on quality trends.

Policy Documentation: Maintain and update internal "huddle" documents or monitoring guidelines upon receiving clarifications from the client, ensuring a seamless cascade to all stakeholders.

Required Qualifications

• Education: A bachelor's or College degree is standard. Senior High School graduates may be considered with at least 6 months of BPO experience.
• Experience: Typically 3 years of Quality Assurance experience in a BPO setting. Experience in the same program is highly desirable.
•  Skills: 
• Good leadership skills
• Strong knowledge of QA fundamentals, principles, and methodologies.
• Excellent analytical skills and  proven ability to perform Defect Analysis, Trend Analysis, and Root Cause Analysis (RCA) to identify "The Why" behind the numbers
• Ability to distinguish between an "Individual Error" and a "Systemic Policy Gap" and correlate with Operational KPIs.

Ability to translate complex data sets into "Executive Summaries" and "Path-to-Green" strategies for stakeholders.

• Good stakeholder management skills
• High proficiency in Google Sheets/Excel (macros, complex formulas, pivot tables) and Slides/PPT to create high-impact visual dashboards for WBR, MBR, and QBR presentations.
• Familiarity with Google Analytics

Program-specific skills required.

• Language: Exceptional English communication skills (written and verbal) to confidently represent the Quality department in meetings with internal and external stakeholders.

Job Description

We are looking for Travel Consultants who are passionate about delivering exceptional customer service and helping clients with their business travel needs. This is an exciting opportunity to join a dynamic, fast-growing team where you can sharpen your travel expertise, work with global clients, and grow your career.

What you’ll do:

• Suggest and recommend the best travel options based on client needs.

• Communicate directly with clients through email, chat, and phone.

• Support B2B customers with their business travel bookings.

• Liaise with suppliers and partners to resolve booking concerns.

• Deliver excellent customer service, exceeding client expectations.

• Proactively identify and solve issues, using both established policies and creative thinking.

• Stay updated with new products, features, and innovations in travel.

What we’re looking for:

• At least 1 year of GDS experience (Amadeus, Sabre, Galileo, and/or Worldspan).

• Customer service background in travel, hospitality, airlines, or related fields.

• Excellent communication skills in business English (spoken and written).

• Amenable to work onsite in Ortigas, Pasig.

• Tech-savvy and comfortable using cloud-based tools and systems.

• A proven track record of delivering exceptional service in client-facing roles.

• College degree preferred, but not required.

Traits that will make you successful:

• Strong problem-solving and critical-thinking skills.

• Highly empathetic, customer-focused, and solution-oriented.

• Independent, reliable, and able to take ownership.

• Detail-oriented, organized, and good at prioritization.

• Adaptable to change and eager to learn.

• Open to feedback and continuous growth.

Why Join Us?

• Be part of a fast-growing, innovative travel team.

• Opportunities to learn, grow, and advance your career.

• Work with global clients and gain valuable industry experience.

#EnshoredJobs

Job Overview: As the Operations Manager, you will be responsible for overseeing and optimizing the day-today operations of our business processes. 

This role requires a strategic thinker with a strong background in BPO operations, process improvement, and team management. 

Operational Leadership: 

• Lead and manage the overall operations of the business unit, ensuring efficiency, quality, and compliance with company standards. 
• Develop and implement strategic initiatives to enhance operational effectiveness and meet organizational goals. Team Management: 
• Supervise, mentor, and motivate a large team of Operations, Training, Workforce Management, Quality Assurance, and Business Intelligence & Reporting professionals. 
• Foster a positive and collaborative team culture, emphasizing continuous learning and development. Process Improvement: 
• Identify and implement process improvement opportunities to streamline operations and enhance service delivery. 
• Work closely with cross-functional teams to drive efficiency and effectiveness in business processes. 

Performance Monitoring: 

• Monitor key performance indicators (KPIs) and key result areas (KRAs) to ensure that operational goals are met. 
• Utilize data and analytics to make informed decisions and drive continuous improvement. 

Client Collaboration: 

• Collaborate with clients to understand their requirements and expectations, ensuring seamless service delivery. 
• Establish and maintain strong client relationships through effective communication and performance reviews. 

DUTIES AND RESPONSIBILITIES 

• Work with the Operations Director, COO, and CAO to execute strategic projects. 
• Oversee and direct daily business operations for optimum efficiency. 
• Perform weekly meetings with operations staff to discuss metrics and deliverables. 
• Submit frequently and as needed business reviews and report to other Enshored's Leadership team and clients. 
• Set operational goals, objectives and develop strategies to meet client SLAs (productivity, quality). 
• Gather, review, and analyze reports, records, and data to ensure that all quality, efficiency, and productivity standards are met. 
• Work with Enshored team members to support organic growth. 
• Must be able to foster a positive and productive work environment, with the ability to lead, build teams and motivate staff. 
• Frequently evaluate and analyze business productivity and performance. 
• Consult, report, and collaborate with the Enshored's Operations Director, COO, CAO, and CEO about company operations. 

MINIMUM REQUIREMENTS AND QUALIFICATIONS (External) 

• At least 2 years experience as an Operations Manager or 5 years experience as a Senior Team Leader/Team Manager handling Team Leaders 
• Preferably has experience managing different support channels (chat, email, voice, back office) 
• Must have expertise in coaching and mentoring 
• Must have in-depth knowledge about root cause and data analysis 
• Strong presentation and storytelling skills (Internal) 
• At least 1 year tenure in Enshored, and has been with his/her current role for more than 6 months 
• At least 2 years experience as a Team Manager or 5 years combined experience as a Team Leader and/or Team Manager (Enshored and previous companies) 
• Must have expertise in coaching and mentoring 
• Strong presentation and storytelling skills

We are seeking an experienced Workforce Manager to oversee the accuracy, timeliness, and efficiency of workforce reporting, forecasting, and scheduling. This role ensures the effective management of resources, policy rollouts, and issue resolution while driving operational efficiency and client satisfaction.

Key Responsibilities:

Information Management:

• Develop a thorough understanding of the client’s business model, policies, and procedures.
• Manage documentation and escalation of internal and external IT issues.
• Provide feedback to the Scheduling and Forecasting team on the effectiveness of workforce schedules.
• Ensure the smooth rollout of new policies and procedures.

Planning & Process Improvement:

• Update and create Standard Operating Procedures (SOPs) in collaboration with Program Directors.
• Identify, document, and analyze client issues, offering solutions and resolutions.
• Address escalated Real-Time Analyst (RTA) issues and trends with data-driven insights.

Cross-Department Collaboration:

• Work closely with Forecasting & Scheduling Managers, Operations Managers, and Program Directors to ensure alignment in workforce planning.
• Coordinate with HR and Recruitment regarding open positions within the workforce team.

Quality & Performance Management:

• Monitor and improve workforce utilization across all business lines.
• Make real-time decisions to optimize resources and address service issues.
• Collaborate with other departments for the timely resolution of operational challenges.

Team Leadership & Development:

• Set goals, conduct annual performance reviews, and hold quarterly progress discussions for Workforce Leads.
• Supervise, coach, and develop a high-performing Real-Time Analyst (RTA) team.
• Foster a positive work culture that promotes motivation, collaboration, and continuous learning.
• Ensure supervisors effectively manage RTA specialists' concerns, performance, and engagement.

Qualifications & Skills:

• Bachelor’s degree in any field.
• At least 3 years of workforce management experience in a call center environment.
• Strong background in forecasting, scheduling, and workforce reporting.
• Proficiency in workforce management tools (e.g., RightForce, Aspect eWorkforce, IEX).
• Knowledge of call center metrics, traffic management, and queueing systems.
• Excellent analytical, leadership, and problem-solving skills.
• Strong communication and stakeholder management skills.
• Ability to multi-task, work under pressure, and drive results.
• Proficiency in Microsoft Office Suite (Excel, PowerPoint, Word, etc.).