In today's dynamic business landscape, the concept of a managed workforce has become increasingly prevalent. Companies are entrusting specialized agencies or platforms to handle aspects of their workforce management, from recruitment, to scheduling to performance tracking. While this arrangement offers numerous benefits, it's crucial to recognize that simply outsourcing this responsibility isn't sufficient. Actively managing a managed workforce engagement is the key to unlocking its full potential.
The Evolution of Workforce Management
Gone are the days when a workforce was solely composed of full-time, in-house employees. With the rise of the gig economy and the advent of remote work, companies now have access to a diverse pool of talent beyond traditional employment models. Managed workforce services and networks have emerged to cater to this shift, offering flexibility, scalability, and specialized expertise.
The Promise and the Pitfalls
Engaging a managed workforce can bring significant advantages. It allows companies to tap into specialized skills on demand, scale their operations according to fluctuating needs, close gaps in their local IT staff, and reduce overhead costs associated with traditional employment. Moreover, it fosters a more agile and adaptable organizational structure, essential in today's fast-paced business environment.
However, the promise of a managed workforce can only be realized through active management. Without proper oversight and guidance, there are potential pitfalls that can undermine its effectiveness. These include:
Lack of Alignment: The managed workforce may not fully understand the company's goals, culture, or values, leading to a disconnect in performance and outcomes. There are expert techniques that must be followed to ensure a “match” to skill and culture.
Inefficient Communication: Without clear channels of communication and feedback loops, miscommunication and misunderstandings can arise, hindering productivity and collaboration. This can also drive missed service levels and lower first call fix rates or on time arrival statistics that drive client satisfaction.
Quality Control Issues: Inconsistent standards or inadequate training can result in subpar deliverables, tarnishing the company's reputation and diminishing customer satisfaction. In short, managing the outcome is often not the top priority of a workforce management platform, and results can be hot or miss without an expert active management strategy and full-time oversight.
Strategies for Effective Management
To harness the full potential of a managed workforce engagement, companies must adopt proactive management practices. Here are some strategies to consider:
Clearly Define Expectations: Provide detailed briefs, performance metrics, and even KPIs to ensure alignment and clarity on deliverables and outcomes. Spend the time on the front end of selection and contracting to ensure results later and a match to expectations.
Foster Communication and Collaboration: Establish regular check-ins, facilitate open dialogue, and leverage collaboration tools to promote engagement and teamwork. Managing by metrics is key and an active partnership can deliver the results desired.
Invest in Training and Development: Equip the managed workforce with the necessary skills and resources to excel in their roles and align with the company's standards and practices. Again, spending time on the front end, and managing metrics will go a long way to ensuring proper delivery outcomes.
Monitor Performance and Provide Feedback: Regularly ensuring that your partner is assessed against performance of standards and established benchmarks and then provide them constructive feedback to drive improvement and maintain quality standards. After all – the client outcome is the end goal and a partner actively managing your network is in charge of results.
Cultivate a Sense of Belonging: Despite being external partners, make the managed workforce feel like valued members of the team by recognizing their contributions and fostering a sense of belonging. Having regularity to the resources leveraged in the network, and a mutual respect for delivery, payment, incentive and more – ensure a better relationship that benefits both the workforce network member, the active management agency and the end client.
The Bottom Line
In today's competitive landscape, effectively managing a managed workforce engagement is not just a nicety but a necessity. By actively overseeing and nurturing relationships with external workforce partners, companies can unlock untapped potential, drive innovation, and maintain a competitive edge in the market. Embracing this approach positions organizations to thrive amidst change and uncertainty, enabling them to adapt and evolve in line with evolving business dynamics.
As the workforce continues to evolve, the ability to manage and leverage diverse talent pools will be a defining factor in organizational success. By prioritizing active management practices, companies can harness the full power of a managed workforce and pave the way for sustained growth and prosperity. As well, getting the service you need – ensures you’re able to recoup the savings you seek.
Struggling to get the results that you need out of managed workforce use? Patriot Global Services can help. We’re experts at delivering results and can help you get your return on investment – on time and on budget. Reach out today at sales@patriotglobalservices.com or by setting an appointment directly on our website.