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Problem

A US-based telecom fulfillment provider with 127 locations nationwide faced significant operational challenges:
  • Struggled to scale up operations to meet the labor-intensive demands of the business.
  • Failed to consistently meet Service Level Agreements (SLAs).
  • Operational costs were excessively high due to a US-based support structure, significantly impacting business margins.

Objectives

Scale operations to support the rapidly growing demands of the business.

Improve the efficiency of labor-intensive processes to meet SLAs.

Reduce operational costs while maintaining or improving business margins.

Leverage automation to optimize repetitive tasks.

Approach

Yitro created a comprehensive HR outsourcing plan, aimed at optimizing operations for the aviation provider:
    • Established a dedicated offshore team in Chennai, India, working as an extension of the client’s HR department.
    • Managed end-to-end HR operations, including recruitment, background verification (BGV), employee onboarding, and benefit helpdesk services.
    • Focused on quickly ramping up the offshore team to handle the labor-intensive needs efficiently.

Solution

  • Recruitment & HR Management: Handled end-to-end recruitment and background checks, processing over 18,000 offers and 5,000+ BGVs for selected resource groups.
  • Scalable Helpdesk Support: Managed over 80+ employee queries per day through the employee helpdesk, ensuring seamless support.
  • Rapid Team Expansion: Grew the offshore team from 3 Full-Time Employees (FTEs) to 44 FTEs within 18 months, with significant milestones at each stage of growth.
  • Cost Savings: Achieved a 60% cost arbitrage by shifting HR operations offshore, substantially lowering expenses compared to the US onsite team.

Result

  • 10x Growth: Scaled the HR operations team from 3 FTEs to 32 FTEs in just 12 months.
  • Increased Efficiency: Transitioned the offshore team in under 15 days, achieving a rapid setup and avoiding operational delays.
  • Employee Satisfaction: Achieved a 90% employee satisfaction score across all inbound HR queries.
  • Cost Savings: Delivered annual savings through cost arbitrage, significantly improving business margins.
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