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Case Studies - Contact help centre for major multinational
Background
  • Both operators and supervisors
  • Highly technical advisor positions
Problem
  • Difficult to achieve suitable skills availability
  • Training not carried out
  • Unpopular shift patterns
  • Unsocial hours when not real requirement
  • Difficult to get absence cover as voluntary overtime
Outcome
  • Assessed the real need for skill presence
  • Matched demand through annual hours scheme
  • Worked with group to determine better shift pattern including longer shifts at weekends to give more leisure time as fewer needed
  • Training delivered in non work time
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flexible working consultants - working time consultants - productivity consultants - annualised hours consultants - flexible working - shift patterns