The Requirement / The Challenge
The client has strategically decided to bring the operations targeting the Australian market to the Philippines, given the high employment costs in the US in addition to limited workers wanting to take on the night shift. They are hoping to leverage the minimal time difference between AU and the Philippines, workforce aptitude in English, and an abundance of experienced airline support talents in Manila to support its operations.
Complex search and ticketing procedures mean that they are looking for specific individuals: experienced and highly trainable for flight engineers, while ticketing specialists need specific behavioral and problem-solving skills. The challenge was to form a full team in a short period of time, to launch training at the same time, and to be able to upgrade systems and processes to match that of the US team.
Our recruitment team sourced for experienced customer support specialists and travel reservations specialists coming from multiple offshore accounts such as United Airlines, Expedia, Delta Airlines, and more. These agents were stringently screened for client interviews for technical knowledge and personality profiling. Strict alignment on job description was also observed to ensure the efficiency of use of the client’s time when it comes to final screening.
Once onboarded, Eastvantage tailor-fit the setup of communication lines to match that of their head operations for a seamless transition.