Industries are constantly shifting, adapting, and redefining themselves. The moving and mobility industry is no exception. While modern technology plays a pivotal role in streamlining the moving operations and making tasks more efficient, it’s the human touch that truly defines success in this realm. The real drivers behind a successful move are the human skills that ensure smooth operations and client satisfaction.

At Supreme Mobility, we consider the transferable/soft skills to be incredibly valuable. Communication skills, attention to detail, customer service, problem-solving and conflict resolution, as well as teamwork and time management are among the most important skills that we look for in candidates. We use an interview and hiring scorecard to objectively rate candidates’ suitability for a position. The results from the assigned case studies and assessment help us to determine if the candidate is a good fit for the role. In an industry where trust is the currency, the soft skills aren’t just desirable—they’re fundamental. We also believe it is equally important that the new hire fits the organization both technically and culturally.

As a BPO that serves different clients worldwide, Supreme Mobility’s management team in coordination with the team leaders needs to ensure that our employees understand and implement each client’s SOP and correctly update data in their software system. Experienced mentors provide new employees with direction and support as they learn their new roles. Employees who undergo comprehensive training are more adept at handling customers’ belongings with care, executing efficient moves, and maintaining open lines of communication.

First impressions matter, so providing a great onboarding experience for the new hire is essential. When new employees feel valued and integrated into the team from day one, they are more likely to develop a strong sense of belonging. At Supreme Mobility, we take an employee-centered approach by learning about their preferences and finding ways to integrate those into their training. For example, some employees learn visually, while others learn best through action. Creating a clear flow of information and promoting team spirit are also powerful ways to improve the onboarding process.

Pay and benefits like paid time off and health insurance are critical to employee satisfaction, but they are not enough on their own to prevent turnover. The high turnover rate within the moving industry has been an issue in the past few years. Luckily, at Supreme Mobility, we see a very low rate of turnover.

We believe that the onboarding process and the comprehensive training programs that we have in place are the key factors for a positive employee experience. Training continues after the initial onboarding and orientation process is completed as we offer continuous learning and development for our team members to grow in our business. We engage our employees through one-on-one meetings, team-building exercises, and mentorship programs. Short refresher training sessions, development opportunities such as enrollment in IAM Learning courses and various challenging assignments make work more exciting and increase employee engagement. By streamlining and automating routine and repetitive tasks with tech, our employees can focus on their roles’ exciting and meaningful aspects, such as concentrating on customers. Team leaders work closely with team members, track their progress based on the set KPIs as well as the SMART goals set with each employee, and share frequent feedback on their performance.

By practicing inclusive leadership, we collect and listen to employee feedback at all levels and ensure that our employees know that their insights are valued by following through on them. Motivated and engaged employees create a better company culture and customer experience. Also, they cost less in the long term than constantly finding, hiring, and training new employees.

Operating with teams based in different locations on three continents, having an inclusive workplace culture is crucial. At Supreme Mobility, we praise our employees for their differences because it’s what makes them unique individuals. We recognize both big and small accomplishments and reward the good performers. By conducting pulse surveys, we gather information on employee satisfaction that provides valuable feedback, and we use it as guidance for our retention efforts.

The well-being of our employees is our priority. Therefore, we encourage employees to take breaks, use their vacation leave days and utilize flexible scheduling options, when possible, for a healthy work-life balance and for preventing burnout. Our engagement strategy for 2024 covers different strategic areas and activities that include virtual coffee with the new joiners for the team to get to meet the new employee, monthly Happy Hour video calls with the other teams, as well as outdoor team building activities, to name a few. With a well-planned engagement strategy, we aim to improve teamwork and collaboration, as having friends in the workplace, especially when working remotely or in a hybrid set up, can not only boost job satisfaction and performance, but also improve wellness. A positive work environment, characterized by open communication, mutual respect, and a sense of camaraderie, fosters a strong sense of belonging and job satisfaction.

We are in the process of finalizing a special benefits program called “Rewarding the Best” that will be rolled out soon to recognize the top performers and reward all loyal employees who go the extra mile in demonstrating outstanding customer service.

Continuous improvement culture, efficient employee training and effective employee retention strategies are essential to build a skilled and loyal team. By investing in our employees’ growth, well-being, and job satisfaction, we can grow and advance the company together.

To overcome the hiring challenges in the moving industry and to prevent turnover, we are implementing various strategies and providing both monetary and non-monetary incentives to create a positive employee experience. While it is our organizational commitment to maintain high levels of employee satisfaction, we are equally committed to delivering a great client experience by creating long-lasting relationships based on trust, loyalty and service excellence. We’re proud of what Supreme Mobility has accomplished, and we’re motivated to stay on the path to greatness.