Launching an enterprise initiative in 2021, the client, a leading autonomous vehicle technology company, contacted New Journey to fill more than 40 Customer Service Specialist openings. New Journey was one of 2-3 vendors providing staffing services to the client.
What was different about New Journey? New Journey was able to deliver.
The client's project started in the San Francisco market and later included a second customer support center in the greater Phoenix area. New Journey was asked to provide resources in San Fransisco and “to really grow” a new facility in Scottsdale.
There were challenges in both markets that New Journey was able to overcome. In San Francisco, competitors were paying higher rates, but the client had budgetary constraints. The client also needed candidates for night and swing shifts, which other vendors were not able to fill. The New Journey team, knew the market, was persistent and able to find the qualified candidates the client needed to fill the roles.
Another challenge in both markets was covid. The client’s initiative launched during the pandemic and all the roles were onsite. To enter the building, candidates needed to show proof of vaccination. The New Journey team, working with the client’s HR and EHR teams, did all the screening necessary to ensure the health and safety of the workers, and was able to staff the building with qualified candidates.
Trust in Hiring Qualified Job Candidates
Collaborating with the client, the New Journey team developed the ideal candidate profile/skillset and implemented an efficient hiring process. This process scheduled interview blocks with hiring managers, 24-hour feedback on those interviews and seamless onboarding and training classes. Trusting the team’s process and that they were getting the quality candidates they needed, the client moved from requiring three rounds of interviews to just one interview.
The New Journey team also implemented performance and attendance management, contractor care and routine town hall meetings.
“New Journey has been a fantastic partner. We required a lot from your team in a short amount of time, and you went above and beyond our expectations. We would not have hit our hiring targets without your team.” - Head of Enablement and Programs
New Journey's Program Manager and Recruiting team successfully met bulk hiring and training class demands to fully staff all open positions. New Journey maintained regular communications with the hiring teams and workers to ensure total customer satisfaction.