Case Study

E-Commerce Leader's Relocation Made Easy with Agile Talent Delivery

Key Results

Core Challenges: Navigating Uncertainty and High Expectations 

	Maintaining Continuous Operations: The new center had to be operational before the previous one shut down. Every system, process and staffing component needed to be ready from day one to ensure business continuity, including the establishment of a new leadership team.
	Ensuring Timely Staffing and Operational Setup: The client’s untested remote interviewing system and tight timelines required quick adaptation and close coordination to efficiently fill hundreds of customer service roles and support a fully functional operation.
	Meeting High-Stakes Expectations:  The client needed precise skills matching and talent mapping for a new market. Delivering the right hires was essential to maintaining its service excellence and brand reputation.

Path to Success: Agile Talent Strategy and Data-Driven Optimization

	Data-Driven Adaptability: Real-time performance metrics and market intelligence in our proprietary Sevayo® Insights data integration platform enabled rapid decision-making, task prioritization and agile resource allocation. Our cross-trained team seamlessly shifted recruiters to meet targets under tight deadlines.
	Flexible Talent Mapping: Our team considered candidates for multiple roles within the ATS, effectively balancing bulk-hiring needs with critical one-off positions. This approach met immediate staffing demands, strengthened the talent pipeline and tracked silver/bronze medalists for future opportunities. Leveraging talent across the client’s various organizational groups led to quicker fills and reduced sourcing costs.
	Process Redesign for Efficiency: Properly timing skills assessments can be tricky. For example, we found that administering a writing test earlier in the client’s recruitment process helped us better evaluate candidate qualifications before the interview stage. This adjustment improved the quality of interviews and accelerated time-to-hire rates.

Key Results: Effective Staffing and Talent Retention

• 21 Leadership Roles Filled: Filled all key leadership positions, ensuring the right organizational structure was in place to steer the transition

• 11 Hiring Classes Staffed: Fully staffed all customer service roles within five months, ensuring on-time opening of the new center and high client satisfaction

• 792 Interviews Scheduled: Achieved a 93% interview completion rate, reducing the previous 20%+ no-show rate and building a high-quality talent pool

• 3:1 Interview-to-Offer Ratio: Demonstrated hiring efficiency by sourcing top talent quickly and reducing time-to-hire without excessive interviews

• 94% Offer Acceptance: Of the 221 offers extended, 208 were accepted, indicative of our highly effective and compelling recruitment process

• 90% Retention and Internal Mobility: Nearly all hires stayed well beyond expected tenure in a historically high-turnover environment, with many fast-tracked into new roles as the client relied on our pipeline as a “feeder pool” of top talent