Historically, this warehouse had been experiencing significant candidate performance issues, poor reliability and high turnover. Candidates were disengaged, and it was clear the negative workplace culture was impacting the warehouse operation and employee output.
Furthermore, the agencies being utilised were inconsistent with onsite visibility and account management, and slow response times for filling roles with candidates who were not suitable for the positions was becoming increasingly more costly and frustrating for supervisors and managers reliant on a skilled and flexible workforce.
An overhaul of agencies on site was undertaken, and HOBAN was selected to work with key client stakeholders to develop a strategy to implement improvements to create stability in the casual workforce and shift the increasingly negative culture onsite.
A tailored recruitment methodology was developed immediately to proactively identify suitable temporary staff for immediate and ongoing requirements. This was focused not only on skills and experience, but on candidate attitude and proven reliability in previous roles. A dedicated pool of temporary personnel was provided to ensure all client roles were filled within required time frames and with staff suited to the role and workplace.
A dedicated account management team aligned with the client requirements was deployed. The responsibilities of the account management team include day to day site visibility, supporting and training candidates to ensure they are productive and effective as quickly as possible, and HOBAN representatives are involved daily in safety talks and education. The account management team is also responsible for conducting regular review meetings where agency performance is reviewed and changes are agreed upon.
A key complement to HOBAN’s account management strategy is the utilisation of the After Hours Centre. Many of the roles to be filled become avalable outside of business hours, so having a team of experienced recruiters who work closely with branch teams ensures service levels are consistent regardless of the time of day.
HOBAN’s consistency in recruitment processes and service approach across all sites has resulted in lower turnover of casual staff and marked improvements in productivity levels and efficiencies, especially during volume periods. Market share has grown to 90% over twelve months and client feedback has reported that HOBAN’s ability to fill roles with short notice given any time of the day has impacted warehouse operations greatly. Similarly, the provision of reliable, skilled and experienced casuals with fantastic attitudes has shifted the negative culture and a workforce that is motivated and engaged is emerging as a result.