Essay Hiring Process

963 WordsFeb 18, 20134 Pages
Paula Jackson Dr. Nora Sherman Human Resource Management April 9, 2012 Table of Contents Job Description……………………………….1 Overview Summary, Responsibilities, Knowledge & Skill, Qualifications Recruitment Process………………………….2 Hiring Assessment & Selection Process Interview Questions Performance Appraisal………………………3 Training Development Compensation & Benefits Employee Discipline & Grievance Policy…..4 Customer Service Rep-Roadside Assistance Company: AT&T Category: Customer Service Rate: $9.50/hr *start salary Job Type: Full-time; 5a.m.-2p.m. & 9a.m.-6p.m. Location:…show more content…
The second assessment will be composed of different scenarios that may occur in a call center setting and a qualifying candidate must pass with at least 85%. Interviewing Questions The interviewing questions will consist of different scenarios in which the candidate would have to explain how they would react in that certain situation. It will also consist of questions about previous employment and goals for potential employment with the company. There will be at least ten questions that will be asked and managers or supervisors will be the employees asking. Performance Appraisal Once the employees finish training their performance will be monitored on a weekly basis. They will have goals to reach and will be graded based on quality, knowledge, their handle time and the overall experience for the customer. Customers will also get a chance to assist with the employees weekly grade by taking voluntary surveys at the end of each call. If the employee does not meet the standards or goals, they will be coached by their supervisors to help them better their overall skills. Training and Development The training will be held for four weeks with compensation. The training will be held onsite at the facility by a trainer that has been there at least four years. The first two weeks of training will consist of employees gaining knowledge about the company and

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