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High-Volume Workforce Supply for a

Global E-Commerce Client

Stabilising performance, scaling headcount, and embedding inclusive hiring for a global e-commerce client.

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1,265

Workers

Scaled from 166 to 1,265 active workers nationally within 12 months.

40+

SOP

Created consistent onboarding, rostering and compliance processes across multiple sites.

126 People

with Disability

Placed through structured inclusive hiring with dedicated mentoring and DES partnerships.

Performance at Risk

Rapid workforce growth across multiple fulfilment centres exposed gaps in onboarding, compliance, and site level coordination. Service delivery was under pressure and national performance consistency was at risk.

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Restoring Control

Chandler Macleod implemented a structured four pillar turnaround focused on process standardisation, on site partnership, ESG aligned hiring, and data led workforce management to restore control and scalability.

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Growth Secured

Within 12 months, the workforce scaled to 1,265 active workers nationally, inclusive hiring pathways were embedded, two new sites launched, and operational consistency was re established across the network.

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Challenge

A global e-commerce and logistics provider was experiencing rapid growth across multiple fulfilment centres nationally. Headcount requirements were increasing quickly, but operational processes had not scaled at the same pace.


Inconsistent onboarding practices, varied compliance standards, and fragmented site level coordination began to affect service performance. SLA confidence was under pressure, and the broader national workforce contract required immediate stabilisation.


At the same time, the client faced heightened expectations around ESG performance and social procurement outcomes. Inclusive hiring commitments needed to move beyond intent and become measurable operational delivery.


The mandate was clear:

  • Restore consistency across all active sites
  • Strengthen governance and compliance processes
  • Scale workforce supply rapidly and sustainably
  • Align hiring outcomes with ESG commitments


This required more than additional headcount. It required operational reset and structural discipline.

Our Approach

Chandler Macleod implemented a structured four pillar turnaround strategy designed to stabilise performance and create a scalable workforce model.

  • We developed and implemented more than 40 Standard Operating Procedures across onboarding, compliance, rostering, escalation pathways, and consultant training.
  • This created consistency across all fulfilment centres and ensured that workforce processes were repeatable, auditable, and aligned to SLA expectations.Delivered with zero service disruption or blackout period.

  • We strengthened collaboration through proactive stakeholder engagement, regular on site presence, and structured performance reporting.
  • Clear communication channels were established between consultants, site leadership, and workforce teams to improve responsiveness and accountability.

To support the client’s social procurement objectives, we partnered with Disability Employment Services and social impact agencies to build structured pathways for people with disability.


This included:

  • Tailored onboarding support
  • Dedicated mentoring
  • Clear compliance documentation
  • Transparent reporting of diversity outcomes

Inclusive hiring was embedded into standard workforce operations rather than treated as a parallel initiative.

We enhanced visibility through structured workforce tracking and reporting tools, providing real time oversight of headcount, attendance, compliance, and performance metrics.


This enabled proactive workforce planning and reduced operational risk across sites.

Results

Impact at a glance:

1,265

Active Workers

Scaled from 166 to 1,265 nationally within 12 months to meet peak fulfilment demand.

40+

SOPs Implemented

Standardised onboarding, rostering, compliance and consultant processes across all active sites.

2 New

Site Launches

Secured following performance stabilisation and restored delivery confidence.

126 People

with Disability Placed

Inclusive hiring embedded into workforce operations with structured mentoring support.

And:

  • Achieved EcoVadis Platinum status, strengthening ESG and social procurement performance.
  • Peak of 18 people with disability placements in a single month across fulfilment centres.
  • Dedicated people with disability mentor appointed to support retention and workforce integration.
  • Structured partnerships established with Disability Employment Services providers.
  • Consistent, auditable compliance processes implemented across all workforce categories.

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