Case Studies

With rapid expansion across East and Southern Africa—including new operations in Kenya, Egipt, Uganda—Carrefour (MAF) faced several HR and operational challenges:

• Need for rapid, reliable recruitment and onboarding of large numbers of staff for new store openings and ongoing operations.

• Ensuring legal and regulatory compliance across diverse jurisdictions.

• Maintaining high standards of customer service and operational efficiency in competitive markets.

• Minimizing turnover and absenteeism in key roles (trolley boys, pickers, cashiers, front office, etc.).

• Managing payroll, benefits, and statutory obligations seamlessly in each country.

• Recruitment & Selection:

• Custom recruitment funnel tailored to Carrefour’s operational and customer service standards.
• Digital screening, in-person interviews, and assessment of digital literacy and customer relations skills.

• Onboarding & Training:

• Accelerated onboarding programs focused on Carrefour’s procedures, customer care, ethics, and time management.
• Ongoing training and supervision to maintain high performance and compliance.

• Operational Management:

• Dedicated supervisors (1 per 40 employees) to ensure discipline, punctuality, and daily attendance tracking.
• Remote and on-site oversight for morale and ethics.

• Payroll & Compliance:

• Full payroll processing, statutory payments, benefits administration, and compliance with local labor laws—validated by local legal teams.
• All employee compensation managed in local currency, with transparent reporting and timely payment.

• Reporting & KPIs:

• Continuous monitoring of key metrics: absenteeism, turnover, recruitment time, service quality, and payroll accuracy.

• Speed: Recruitment cycle reduced to less than 1 weeks per position, enabling fast ramp-up for new store launches.

• Retention: Over 75% retention rate in the first year of partnership.

• Compliance: 100% legal and fiscal compliance, with contracts validated by local legal counsel in each market.

• Operational Excellence: Zero payroll delays, absenteeism well below industry average, and consistently positive client feedback.

• Scalability: Ability to ramp up teams quickly for Carrefour’s expansion into new countries and regions.

• Adapting recruitment and onboarding to Carrefour’s international standards and local market realities is critical.

• YPPeople’s large, active candidate database and rapid screening processes enable fast, reliable staffing—even at scale.

• Ongoing training and close supervision are essential for maintaining service quality and reducing turnover in retail environments.

• Supporting Carrefour’s continued expansion in Mozambique, Tanzania, and other African markets.

• Integrating digital tools for automated candidate screening and real-time reporting.

• Expanding training partnerships to further upskill the workforce and enhance career progression for outsourced staff.

• Duration: 5 years (multi-phase infrastructure project)

• Average Workforce Supplied: ~1,500 employees continuously

• Key Positions Covered:

• HR Administrative 
• HR Officer 
• ICT Officer 
• HIAB Helper 
• Plus additional technical, support, and operational roles as required.

ICM required:

• Rapid scaling and flexibility in workforce numbers and profiles to match project phases.

• Reliable recruitment and onboarding of both skilled (HR, ICT) and semi-skilled (helpers, operatives) staff.

• Full compliance with local labor laws and international standards, including union agreements.

• Efficient management of payroll, statutory contributions, and benefits for a large, diverse workforce.

• Minimizing turnover and absenteeism to maintain project timelines.

• Proactive management of union negotiations and labor litigation to avoid project disruptions.

1. Custom Recruitment & Selection

• Sourced candidates via proprietary database, digital channels, and targeted outreach.

• Screened for technical and behavioral fit for both specialized and support roles.

2. Onboarding & Training

• Delivered tailored onboarding for all categories, including safety, compliance, and project-specific procedures.

• Provided ongoing training to support upskilling and compliance.

3. Operational Management

• Maintained an optimal employee-to-supervisor ratio (1:75) for effective oversight.

• Implemented robust attendance, leave, and performance tracking.

4. Payroll & Compliance

• Managed payroll, statutory payments, and benefits in full alignment with local laws and union agreements.

• Ensured timely, error-free salary disbursement and transparent reporting.

5. Union Negotiation & Litigation Management

• Led negotiations with local labor unions to secure favorable and compliant collective agreements.

• Managed all labor-related litigation and disputes, leveraging an expert outsourced legal team.

• Developed and maintained individual work contracts tailored to local law and union requirements, minimizing legal risk for ICM.

6. Reporting & KPIs

• Provided ICM with regular reports on workforce numbers, turnover, training hours, absenteeism, and compliance metrics.

• Supported ICM’s internal audits and reporting requirements for stakeholders and regulators.

• Scalability: Successfully ramped up to 1,500+ employees at peak, adapting to project needs across all phases.

• Retention & Reliability: Maintained high retention rates and minimized absenteeism via proactive management and staff engagement.

• Compliance & Industrial Relations: Achieved 100% compliance with labor regulations and union agreements; avoided major disputes or strikes.

• Litigation Management: Effectively managed and resolved labor-related litigation, protecting ICM from costly disruptions.

• Client Satisfaction: Consistently positive feedback from ICM project managers for responsiveness, quality of candidates, and operational support.

• YPPeople’s holistic approach—including union negotiation and litigation management—ensured workforce stability and legal compliance.

• The ability to flexibly supply both specialized and general roles made YPPeople a strategic partner for ICM.

• YPPeople’s proven processes for compliance, payroll, and reporting reduced risk for ICM and built trust with project stakeholders.

• Exploring further automation in workforce management and reporting for future projects.

• Ongoing partnership for new ICM projects in Africa and beyond, leveraging YPPeople’s scalable HR solutions.

• Start Date: 2013 (ongoing partnership)

• Average Workforce Supplied: ~250 employees

• Key Positions Covered:

• Contact Center Operators
• Shop Front Office Operators

• Main Focus: Sales and client management, with a strong emphasis on customer experience

• Rapidly scale and professionalize customer-facing teams to support CVTelecom’s growth.

• Ensure all staff are trained not just in technical aspects, but also in sales techniques and high-level client management.

• Achieve high retention and minimize turnover in a competitive labor market.

• Maintain consistently high service standards across both contact centers and retail locations.

1. Targeted Recruitment & Selection

• Developed a tailored recruitment process for customer service and sales roles, focusing on communication skills, digital literacy, and customer orientation.

• Leveraged a growing candidate database and local outreach to attract reliable talent.

2. Specialized Training & Onboarding

• Delivered intensive onboarding and ongoing training programs, with a strong focus on sales, client management, and customer care.

• Training included practical role-plays, product knowledge, and continuous upskilling, drawing on an annual internal training.

3. Operational & Performance Management

• Implemented close supervision and regular feedback mechanisms to track performance and address challenges quickly.

• Maintained a supervisor-to-employee ratio that ensured strong support and accountability.

4. Retention & Engagement

• Fostered a positive work environment, with timely payments, recognition of achievements, and clear career paths.

• Supported staff with benefits, statutory leave, and opportunities for advancement.

• Retention: Achieved and maintained a retention rate of over 90% throughout the partnership, far above local industry averages.

• Service Quality: Consistently positive feedback from CVTelecom management and end customers regarding professionalism and service standards.

• Scalability: Successfully scaled teams to meet peak demand periods and support new service launches.

• Training Impact: Notable improvements in sales conversion rates and customer satisfaction, directly linked to targeted training initiatives.

• Investing in sales and client management training pays off in both retention and customer satisfaction.

• YPPeople’s approach to recruitment, training, and daily supervision is key to building stable, high-performing teams for customer-facing roles.

• Long-term partnerships enable continuous improvement and adaptation to client needs.

• Ongoing collaboration to further digitalize training and performance tracking.

• Exploring new ways to enhance employee engagement and career development within CVTelecom’s teams.