The Challenge
A large insurance company made the strategic decision to relocate its Los Angeles and Oklahoma City help desk centers to a centralized location in Austin, Texas. The help desk centers needed to have 55 help desk analysts, as well as upper-level supervisory and management professionals to be operational. Being in a new city, name recognition and internal recruiting resources to attract enough qualified candidates were minimal.
Pro Staff was selected to exclusively staff the new center because of previous satisfaction and effective results providing IT professionals for the company’s California location.
The Action Plan
Pro Staff implemented a customized talent acquisition plan, from job planning through onboarding, targeting the qualified help desk professionals in the Austin area.
Activities included:
- Network with established, local media contacts to generate press on behalf of the company
- Advertise job opportunities through a variety of media outlets and onsite job fairs
- Establish job descriptions as well as department and end user profiles
- Develop a streamlined hiring process designed for professional level positions
- Manage all aspects of the hiring process, including: sourcing passive and active job seekers, tracking, reporting, interviewing, screening, verifying, selecting and sending offer letters
- Coordinate candidate/client interview schedules
- Design and conduct first day orientation and onboarding process for all employees
An experienced Pro Staff IT Project Manager was positioned onsite at the Austin center to facilitate the process. Weekly and monthly meetings were scheduled with the company’s senior management and appropriate departments to monitor results.
The Results
The help desk center opened on time and by mid-September, 55 technical help desk analysts and senior help desk management professionals were in place. The new hires were onboarded and trained successfully to meet the technical response needs of the company’s end users.
In an independent survey of the technical and customer service level of the help desk associates at the company, the survey group found 100 percent customer satisfaction in the help provided by the Pro Staff IT talent. A typical success rate is 75-95 percent.