Lorenzo Ruiz Castro is the Senior Operations Manager at SuperStaff, where his leadership across both Training and Operations has fueled measurable impact and lasting transformation. Under his guidance, the training team achieved a 90% trainer independence rate, evolving from reliance on scripts to designing and delivering custom sessions aligned with client needs. He also spearheaded the development of standardized onboarding and compliance playbooks, including frameworks supporting ISO 27001. On the Operations front, Enzo introduced a client cadence strategy—weekly syncs and monthly performance reviews—that led to KPI overperformance and system-wide accountability. His people-first retention initiatives, such as personalized development plans and peer recognition programs, drove attrition down by 10% and improved team morale across the board.

With over a decade in the BPO industry, Enzo brings depth, adaptability, and a strong belief in systems thinking. His career reflects a consistent ability to scale teams, align processes with client objectives, and deliver high-performance outcomes under pressure. He has held key leadership roles that blend strategic operations management with hands-on training development—equipping talent with the skills and structure needed to thrive in fast-paced environments.

Outside the office, Enzo finds balance in the simple joys of daily life. Whether he’s whipping up Korean BBQ dishes in the kitchen, exploring nature trails on a weekend hike, or decompressing with friends over coffee and video games, he values moments that keep him grounded and recharged.
For Enzo, leadership in BPO comes down to one principle: “Lead with clarity, care, and accountability.” He believes great outcomes stem from clear expectations, genuine support, and a commitment to excellence. His approach drives not only client success but also the development of resilient, empowered teams.