Fortune Global 50 Retail and Banking Customer
The Challenge
Maintain steady staffing levels throughout the year to meet break-fix and install buffer needs for the maintenance of POS & ATM’s across 6000+ stores all over the U.S.
Goals Achieved
- Formed a dedicated team of specialists to source, screen, and recruit Customer Engineers
- Maintain trained and qualified engineers at all times to fulfill customer orders
- Handled peak volumes of around 200 engineers and maintained 120 engineers throughout the year
- Facilitated proactive recruitment throughout the year and improving resource availability
- Utilized our in-house talent management software-Pinpoint to manage the entire lifecycle
- Tracked entire process through ticketing system configured to specific customer
- Dispatched qualified technicians for orders based on SLA for ticket.
- Tracked productivity of engineers by measuring number of calls closed per day
- Ordered, assigned assets to engineers by measuring number of calls closed per day
- Ordered, assigned assets to engineers by measuring number of calls closed per day
- Ordered, assigned assets to engineers and maintained inventory of assets on a regular basis
Accomplishments
- Successfully recruited qualified engineers at all times
- Met and at times exceeded customer SLA
- Reduced cost for the consumer by ramping up and down according to ticket volumes
- Service quality improved through proper training and streamlined hiring process
- Won exclusive year over year business from the customer.