High levels of attrition in the Customer Service Ops team with an annual spike in April after the bonus was paid.
The attrition had a significant impact on the service levels, especially when the leavers coincided with the new financial year.
They needed a resourcing partner who could work with the business to help them forecast the resourcing requirements, and to create a recruitment strategy that would support a long term plan.
Working with HR and the Business RM analysed the attrition stats and exit data to identify key trends.
Presented MI on the trends, competitors, local universities, and local employers to enable the Senior Leaders to make some critical changes in the training and development of staff, with the aim of reducing the attrition.
Built a consistent interview structure and proposition which would mirror where the company was going over the next 3 years, and could evolve with the business' growth plans
Headcount figures were met a month ahead of schedule by assessing circa 25 candidates a month and processing 15 new starters every month.
Attrition fell from 47% to 18%, internal moves increased by 20% and referrals increased from 9% to 15%.
The resourcing strategy is now far more structured with pipeline candidates being engaged every quarter.
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