CASE STUDY:
Ministry of Business Innovation and Employment
KiwiBuild contact centre set up. Our most recent Contact Centre project in Wellington.
INTRODUCTION
On Monday 16th July Alpha Recruitment were asked for a proposal to provide 15 temporary Client Service Advisers and a Team Leader to the Ministry of Business, Innovation and Employment to staff a Pop-Up team for the Governments’ new initiative, Kiwibuild. This team was to be housed within the existing MBIE contact centre in Porirua.
THE PROJECT
On the 17th of July, Alpha Recruitment were instructed by MBIE to provide 15 CSA’s and 1 Team Leader to start work on Friday 27th July. The assignment is expected to run through for 6 months with a strong possibility that the roles may become permanent. There were several challenges facing the recruitment team at Alpha;
- Short time frame
- Volume of candidates
- Immediate availability of candidates for the project
- Expected quality of candidates
The recruitment team of 3 were mobilised. They conducted a database search for existing candidates and placed an Advertisement on SEEK immediately. Over the next 5 working days 35 candidates were screened, tested, registered and interviewed face to face by Alpha. Successful candidates were then sent
in 3 groups of between 6 and 9 (total 23) to the MBIE Contact Centre in Porirua to meet the Service Desk Manager and Team Leaders. The process had a “speed dating” format and allowed candidates maximum exposure to the environment and the team in a relatively short time.
Following the group interviews 2 references for each candidate were conducted and client preferred candidates were onboarded. The start date for the new team was brought forward to 26th July 2018.
OUTCOME
On Thursday 26th July 2018, 16 Alpha temporary staff members started work as the newly formed Kiwbuild team at the MBIE Contact Centre in Porirua. One staff member withdrew from the project on Day 2 and was immediately replaced by Alpha Recruitment. There have been no further fall offs. Feedback on the quality of the team is very good. As of 15th January 2019, 12 staff had been offered Permanent roles at MBIE. 4 remained at KiwiBuild until the end of the project.
