---
slug: manufacturing-shift-coordination-workforce
title: "Food Manufacturer Fills 94% of Open Shifts Same-Day with AI Dispatch Calls"
industry: Manufacturing
useCase: Shift Coordination
companySize: 850 hourly employees, 45 supervisors
location: Southeast US
metaTitle: "Manufacturing Shift Coordination Case Study | QuickVoice"
metaDescription: "A 3-plant food manufacturer used QuickVoice AI dispatch calls to fill 94% of open shifts same-day, saving $216K/year in overtime costs."
canonical: https://quickvoice.co/case-studies/manufacturing-shift-coordination-workforce
ogImage: ""
heroStat: "94%"
heroStatLabel: "Same-day shift fill rate"
tags: [Manufacturing, Workforce, Shift Management, UKG, Food & Beverage]
---

# Food Manufacturer Fills 94% of Open Shifts Same-Day with AI Dispatch Calls

In food manufacturing, production does not wait. Lines run 24 hours a day, 7 days a week, and every unfilled shift means product that does not get made, orders that do not get shipped, and perishable ingredients that inch closer to expiration. For a three-plant food and beverage manufacturer in the Southeast, the daily scramble to fill open shifts had become a crisis. Supervisors were spending the first two hours of every shift on the phone instead of on the floor, and the overtime costs from chronically understaffed lines were eating into already thin margins. This is the story of how QuickVoice AI dispatch calls transformed their shift coordination, achieved a 94% same-day fill rate, and delivered $216,000 in annual overtime savings.

---

## 1. Company Profile

| Detail | Description |
|---|---|
| **Company Type** | Food & beverage manufacturer (snack foods and ready-to-eat meals) |
| **Employees** | 850 hourly production workers, 45 frontline supervisors |
| **Facilities** | 3 manufacturing plants across Southeast US |
| **Operations Schedule** | 24/7 continuous production, three 8-hour shifts |
| **Weekly Open Shifts** | 60-80 shifts requiring fill due to callouts, FMLA, PTO |
| **Workforce Management System** | UKG (Ultimate Kronos Group) |
| **Union Status** | Two plants unionized (UFCW), one non-union |
| **Key Certifications** | SQF Level 3, FDA registered |

The company had grown steadily over the previous decade, expanding from a single plant to three facilities serving major grocery chains and food service distributors across the eastern United States. Their product portfolio demanded strict adherence to production schedules — raw ingredients had limited shelf life, customer delivery windows were non-negotiable, and regulatory compliance required precise staffing levels on every line.

The workforce was largely hourly, with a mix of long-tenured employees and newer hires in a tight labor market. Turnover in the food manufacturing sector averaged 40% annually, and this company was no exception. The combination of high turnover, unpredictable callout patterns, and rigid production requirements created a daily staffing puzzle that consumed enormous supervisory bandwidth.

Each plant operated three shifts — day (6 AM to 2 PM), swing (2 PM to 10 PM), and overnight (10 PM to 6 AM) — with the overnight shift consistently the most difficult to staff. Across all three plants, the company experienced an average of 60 to 80 open shifts per week that needed to be filled on short notice due to callouts, FMLA leave, PTO, and no-shows.

---

## 2. The Challenge

The VP of Operations, David Chen, had been tracking staffing metrics obsessively. The numbers told a story of a workforce system held together by brute-force supervisory effort that was unsustainable and increasingly expensive.

### Supervisors Were Spending 2 Hours Per Shift on Staffing Calls

When a callout came in — typically between 4 AM and 5 AM for the day shift — the shift supervisor had to manually work through a phone tree of qualified, available employees. This meant pulling up a printed roster, checking who was not already scheduled, calling each person individually, leaving voicemails, waiting for callbacks, and repeating the process until someone accepted or the shift went unfilled.

On an average day, a supervisor would call 15 to 20 people to fill a single open slot. Many calls went to voicemail. Some employees answered but declined. Others said yes but failed to show up. The entire process consumed roughly 2 hours per shift per plant, and during that time, the supervisor was not on the production floor managing quality, safety, and output.

### Unplanned Overtime Was Out of Control

When open shifts could not be filled with volunteers, supervisors had no choice but to mandate overtime for the employees who were already on shift. This created a cascade of problems. Mandated overtime drove up labor costs — the company was paying $38 to $52 per hour in overtime rates versus $19 to $26 for straight time. It also damaged employee morale, contributing to higher turnover, which in turn created more open shifts, which required more overtime. The cycle was vicious and self-reinforcing.

Across all three plants, unplanned overtime averaged 420 hours per month — roughly $216,000 per year in excess labor costs above what would have been incurred with proper shift coverage.

### No-Show Rates Were Compounding the Problem

The company's no-show rate — employees who were scheduled but simply did not appear for their shift without prior notification — was running at 8%. For the overnight shift, it was closer to 12%. No-shows were worse than callouts because they provided zero lead time. By the time a supervisor realized someone was not coming, the shift had already started and the scramble to find coverage was even more compressed.

### Union Rules Added Complexity

At the two unionized plants, overtime and shift-fill procedures were governed by collective bargaining agreements. Overtime had to be offered first to volunteers in seniority order before it could be mandated. Shift openings had to be offered based on qualification, seniority, and hours-worked thresholds. Supervisors had to track all of this manually while making calls at 5 AM, and mistakes led to grievances. In the previous year, the company had processed 14 overtime-related grievances — each one consuming 4 to 6 hours of HR and supervisory time to resolve.

---

## 3. Why QuickVoice

David and his HR and operations leadership team evaluated three solutions: a traditional staffing agency for flex labor, a shift-swap mobile app, and QuickVoice AI dispatch. The decision came down to four factors that the alternatives could not match.

**Simultaneous Multi-Call Dispatch.** Unlike a supervisor calling employees one at a time, QuickVoice could simultaneously call all qualified and available employees when a shift opened. The first person to accept the shift was confirmed instantly via both voice and SMS, and all other calls were gracefully ended. A process that took a supervisor 2 hours was compressed to minutes.

**Union-Compliant Seniority Routing.** QuickVoice integrated with UKG to pull real-time seniority data, qualification records, hours-worked totals, and overtime history for every employee. Call routing honored the collective bargaining agreement rules — volunteers were contacted in seniority order, overtime hours were balanced, and the entire interaction was logged with timestamps for grievance-proof documentation.

**UKG Native Integration.** The AI agent connected directly to UKG's workforce management platform, accessing real-time schedules, time-off records, qualification matrices, and overtime balances. When an employee accepted a shift, the assignment was written back to UKG immediately, updating the schedule across all systems without any manual data entry.

**Shift Reminders to Reduce No-Shows.** Beyond dispatch, QuickVoice offered automated shift reminders — a voice call 2 hours before each shift start, confirming that the employee was planning to attend and providing a one-tap option to report an absence. Early absence notifications gave supervisors critical additional lead time to find replacements before the shift began.

> "The staffing agency wanted $28 per hour per worker, plus a markup. The shift-swap app was great for employees who were tech-savvy, but half our workforce does not use smartphones for anything beyond phone calls. QuickVoice was the only solution that could reach everyone, comply with our union rules, and actually move faster than a human supervisor with a phone list."
> — David Chen, VP of Operations

---

## 4. The Solution

QuickVoice deployed three interconnected capabilities: AI dispatch calling for open shifts, automated shift reminders, and overtime volunteer management.

### AI Dispatch Calling for Open Shifts

When a shift opening was created in UKG — whether from a callout, an approved absence, or an identified staffing gap — QuickVoice automatically initiated the dispatch sequence. The AI agent pulled the list of qualified, available employees from UKG, sorted them according to the applicable rules (seniority for union plants, hours-balanced rotation for the non-union plant), and began simultaneous outbound calls.

The call was straightforward and respectful of the employee's time. The AI agent identified itself, stated the open shift details (date, time, location, line assignment, and pay rate including any overtime premium), and asked if the employee wanted to accept. Employees could accept by voice ("Yes, I will take it") or by responding to a simultaneous SMS with a one-tap confirmation. The first confirmed acceptance locked the assignment, and all remaining calls were ended with a polite "This shift has been filled, thank you" message.

If no one accepted within the first call wave, the system automatically expanded to a second tier of employees — those with lower seniority or from adjacent departments with cross-training qualifications — after a configurable waiting period.

### Automated Shift Reminders

Two hours before every scheduled shift, QuickVoice placed a brief reminder call to each assigned employee. The call confirmed the shift time and location and asked the employee to confirm they were on track to attend. If the employee indicated they could not make it, the system immediately triggered the dispatch sequence for their shift — giving supervisors up to 2 hours of lead time that they previously did not have.

For the overnight shift, which had the highest no-show rate, reminders were sent 3 hours before shift start, and employees who did not answer or confirm received a follow-up SMS 30 minutes later.

### Overtime Volunteer Management

For planned overtime needs — weekend shifts, holiday coverage, and production surge periods — QuickVoice conducted structured outreach campaigns. The AI agent called all eligible employees in the correct seniority order, explained the overtime opportunity (shift details, pay rate, expected duration), and captured acceptances or declines. The entire campaign could reach 200+ employees in under 30 minutes, compared to the 2 to 3 days it previously took supervisors to manually canvass the workforce.

Every interaction was logged with timestamps, employee responses, and call recordings, creating an auditable record that could be referenced in the event of a union grievance or compliance inquiry.

---

## 5. Implementation

The full deployment took four weeks from contract signing to go-live across all three plants.

### Week 1: UKG Integration and Rules Configuration

The QuickVoice engineering team established the API connection with the company's UKG instance. Employee records, qualification matrices, seniority lists, and scheduling data were mapped and validated. The union-specific routing rules for the two UFCW-represented plants were configured in detail, with input from HR and the local union stewards. The non-union plant's rotation-based assignment logic was configured separately.

### Week 2: Script Development and Union Review

Call scripts were developed for six scenarios: same-day shift fill, next-day shift fill, shift reminder confirmation, overtime volunteer outreach, shift cancellation notification, and schedule change alert. Scripts were reviewed by the HR team for tone and compliance, and the union steward at each organized plant reviewed the scripts to ensure they aligned with collective bargaining agreement language around overtime offers and shift assignments. Two minor script adjustments were made based on union feedback.

### Week 3: Pilot Launch at Plant 1

The system went live at the highest-volume plant on a Monday morning. Supervisors monitored the AI dispatch process in parallel with their traditional phone tree for the first three days, comparing fill rates and response times. By Wednesday, supervisors at Plant 1 reported that QuickVoice was consistently filling shifts faster and with higher acceptance rates than the manual process. The parallel operation was ended on Thursday, and QuickVoice became the primary dispatch method.

### Week 4: Full Rollout and Supervisor Training

Plants 2 and 3 went live on Monday of Week 4. All 45 supervisors across the three plants received 90 minutes of training on the QuickVoice dashboard, covering how to monitor dispatch status, override AI assignments when needed, and review call logs and acceptance records. HR staff received additional training on the grievance-documentation features and compliance reporting.

---

## 6. Results

After 90 days of full operation across all three plants, the operations leadership team conducted a comprehensive performance review. The results exceeded expectations in every category.

| Metric | Before QuickVoice | After QuickVoice | Change |
|---|---|---|---|
| **Open shift fill rate (same-day)** | 62% | 94% | **+52 percentage points** |
| **Supervisor time on staffing** | 12 hrs/week per plant | 2 hrs/week per plant | **-83%** |
| **Unplanned overtime hours** | 420 hrs/month | 180 hrs/month | **-57%** |
| **No-show rate** | 8% | 3.5% | **-56%** |
| **Production downtime (staffing-related)** | 18 hrs/month | 4 hrs/month | **-78%** |
| **Overtime-related grievances** | 14/year | 2/year | **-86%** |
| **Annual overtime cost savings** | — | $216,000 | — |

### How the 94% Fill Rate Was Achieved

The key enabler was speed and reach. When a supervisor called employees one at a time, they could reach perhaps 8 to 10 people per hour. QuickVoice could reach all 30 to 40 qualified employees simultaneously within 5 minutes of a shift opening being created. The first acceptance typically came within 3 to 7 minutes. For shifts that opened with more than 4 hours of lead time, the fill rate was 98%. Even for last-minute callouts with less than 1 hour of lead time, the fill rate was 87% — a dramatic improvement over the previous 40% fill rate for those urgent situations.

### Supervisor Liberation Transformed Floor Management

The 83% reduction in supervisor time spent on staffing had cascading positive effects. Supervisors reported being present on the production floor for the critical first hour of each shift — the period when most quality deviations, safety incidents, and line startup issues occurred. First-hour quality incident rates dropped 22% in the 90 days following deployment, a correlation the operations team attributed directly to increased supervisory presence.

### Grievance Reduction Built Union Trust

The 86% reduction in overtime-related grievances was one of the most valued outcomes. Every QuickVoice dispatch interaction was logged with millisecond-precision timestamps, employee-by-employee call records, and audio recordings. When the rare grievance was filed, the company could produce a complete, timestamped record showing that every employee was contacted in the correct seniority order and that the overtime assignment was made in full compliance with the collective bargaining agreement. The union stewards acknowledged that the AI system was more consistently compliant than the manual process had been.

> "I have been a shift supervisor for 11 years, and I have never started a shift without spending the first hour on the phone. The first Monday after QuickVoice went live, I walked onto the floor at 6:05 AM with a full crew already confirmed. I honestly did not know what to do with myself. Now I actually supervise."
> — Tamika Washington, Day Shift Supervisor, Plant 1

---

## 7. What's Next

Building on the success of the shift dispatch deployment, the company is planning three additional QuickVoice initiatives.

### Cross-Plant Shift Balancing

Currently, each plant fills shifts from its own employee pool. QuickVoice will be configured to offer unfilled shifts to qualified employees at the other two plants who may be willing to travel for overtime premium. Several employees live equidistant between two plants and have expressed interest in picking up extra shifts at either location. Cross-plant dispatch is expected to increase the available labor pool for hard-to-fill shifts by 25%.

### Onboarding and Training Call Campaigns

New-hire onboarding has a 30-day dropout rate of 18%. QuickVoice will conduct structured check-in calls to new employees at Day 3, Day 7, Day 14, and Day 30, asking about their experience, flagging concerns to HR, and confirming upcoming training sessions. The goal is to reduce 30-day dropout rates by half, saving an estimated $120,000 per year in recruiting and training costs.

### Seasonal Surge Workforce Management

During peak production seasons (October through December for holiday products), the company brings on 150 to 200 temporary workers. QuickVoice will manage the outreach, onboarding scheduling, shift assignment, and daily dispatch for the temporary workforce, enabling the company to scale up and down without proportionally increasing supervisory headcount.

---

## 8. Key Takeaways

- **Speed of dispatch is the single biggest lever for shift fill rates.** Moving from sequential one-at-a-time phone calls to simultaneous AI dispatch compressed the fill process from 2 hours to under 10 minutes, pushing the same-day fill rate from 62% to 94%.
- **Union compliance is not a barrier to AI adoption — it is an accelerator.** By encoding collective bargaining rules into the dispatch logic and logging every interaction with timestamp precision, QuickVoice delivered more consistent compliance than manual processes, reducing grievances by 86% and building trust with union leadership.
- **Shift reminders prevent no-shows; dispatch calls fix them.** The combination of proactive reminders (reducing no-shows from 8% to 3.5%) and rapid dispatch (filling 94% of remaining openings) created a layered defense against understaffing that neither approach could achieve alone.
- **Supervisor time on the floor is worth more than supervisor time on the phone.** The 83% reduction in staffing phone time allowed supervisors to be present during the critical first hour of each shift, contributing to a 22% reduction in first-hour quality incidents — a benefit that went far beyond the $216,000 in direct overtime savings.

> "The math on this was obvious from day one. We were paying supervisors $65 an hour to make phone calls that an AI agent could make in parallel for a fraction of the cost. But the real win was not the money — it was getting those supervisors back on the floor where they belong. That is where safety, quality, and productivity actually happen."
> — David Chen, VP of Operations
