Human Resource Management in a Call Center

Excellent phone etiquette with at least one year experience operating a telephone switchboard to answer, screen and forward calls, providing information, taking messages and scheduling appointments.

“The employee placement process consists of four activities: recruiting, selection, orientation and employee development” (Reilly, Minnick & Baack, 2011). Since we now know whom we are looking for, it is time to find the employees that best fits the areas needed. Now we have to list our job, its description, and various functions. We should also add the minimum requirement on education as well as previous training. We will now send it out to advertise for potential employee has and show them the possible positions available. After we have our close date, we will begin with forming our short list of those applicants that are a perfect fit for the job.

(Huffcutt et al. 2001) reported that criterion-related validities for interview are more reliable in recruiting and selection of a personnel. The interaction between the interviewer and interviewee are deems important to set up the reliability, validity, fairness, and utility of the recruitment selection process. Apart to that, based on Johnson Company requirement, the candidate should be able to perform market survey and deal with customer relation activities. From the facts, there is concern from that individual customers are drastically declining. The candidate must be able to do an analytical structure and initiative of follow up to tackle the issue. The candidate require to attend client feedback and gather teamwork solutions as well. The role also should cover tasks to conclude and manage to communicate the outcomes. It is essential for the candidate to have a proven organizational skills. The capability skills of problem solving and interpersonal skills are very crucial. This is because the main aspects for the position is able to communicate with customer and warehouse team to deliver some the products to the clients. The excellent communications and listening skills will be the advantage for the candidate. Through interview process, the interviewer must take consideration of the candidate willingness to travel and work on hectic period during the holiday season. The candidate have to be flexible and

Call centre workers must be able to listen well and communicate verbally. Speaking to customers on a daily basis we must make sure that we are able to problem solve and resolve and give any solutions to customers. On a daily basis we have to read scripts and make sure that we are offering a service that is compliant. We deal with so many different people from so many different backgrounds and we must be aware of this when speaking to them. It is important to actively listen to the customer, not speak over them and answer the questions using the right tone of voice. If a customer is angry then I will try to calm them down and try to resolve any issues within my remit.

I have no call center related employment on my resume, but I do have great customer service skills based on my employment at Eastern Arkansas Diabetic and Medical Supply, which I had to communicate and meet customers' needs daily. I am a quick learner and I can adapt very easily, especially working in a fast pace environment.

Interviewing consists of a two part process: a five to ten minute long phone interview and an approximately half hour long in-person interview. Phone interviews are done on almost every resume received for the Call Center Interviewer position at MaritzCX, besides those candidates that have applied to/worked for the company and are not eligible to be reconsidered for various reasons. The phone screen gathers information on why the candidate is seeking employment with the company, their preferences for working part-time and second shift, and how they heard about the company. If candidates cannot meet the scheduling requirements or do not have a clear phone voice (based on a rating scale that outlines how to rate each candidate as objectively as possible), then they will not move on to the interview process. Otherwise, the candidate will be selected to move forward. During the interview, each candidate conducts a typing test and reading test to ensure they meet the minimum qualifications for the job and is asked a series of behavior-based questions regarding past employment or

As a Human Resource Management Consultant for Verizon, my recommendations for ways to retain and recruit high-quality personnel would be to first start with basic needs of the company. Information that addresses the requirements, qualifications, and specifications of the job position to be filled should be stated in a clear and direct manner to avoid any miscommunication to recruits. Kinicki and Williams (2013) suggest a resume with references, background information about past work history, place of residence, education, and any vital abilities and specialties that may appeal to the person conducting the interview.

Appropriate staffing can be the key to success for many organizations therefore, the human resources (HR) department must develop a staffing plan. In this paper I will develop a staffing plan for a new division at T-Mobile called Loyalty. Loyalty will consist of marketing, customer service, distribution, and accounting. Specific strategies to recruit the appropriate applicants including the legal compliance of said strategies will be developed in this paper.

3. Be able to contribute to the recruitment and selection interviewing process for a job role.

Some potential key issues impacting the success of an organization include staffing challenges. Employee retention issues and high turnover can have an adverse effect on any business. There are many factors that could possibly tie into overall staffing issues. The inability to attract and recognize key talent in the first place will only lead to future staffing issues, including performance management or negative behaviors that have an impact on the overall work environment of an organization. The Human Resources Department is

To work in the Human Resource management field you must maintain and improve the company by planning, implementing, and evaluating employee relations and human resource policies, programs, and practices. It is a challenging and yet rewarding field to work in. However, just like every business field, people who work in the human resource department face many challenges when it comes to discrimination.

Recruitment refers to a process by which an organisation identifies, screens and selects potential employees. It is known to be an important part of the HR department since it contributes to the human capital of the organisation which plays a vital role in the success of a company. (Parry and Wilson, 2009). The first and foremost step in the recruitment process is the job analysis, which consists of the job description and the job specification. The job description explains the responsibilities to be taken by the applicant, whereas job specification lists the skills required for completing tasks successfully in the company. After the job analysis, the organisation shortlists a target group. The organisation will then screen the applications of the shortlisted group of applicants on the basis of whether the applicants’ skills align with the specifications of the job and interest in the job. If the applicant is hired, they will work for the company throughout the duration specified in the job contract. (Melanthiou, Pavlou and

In this paper, I will analyze the elements of a job analysis and discuss its significance to the hiring and employee development aspects of human resource management. I will describe the importance of a PAQ, proposing two ways the results can be used to redesign a customer service job for efficiency. I will develop two strategies that HR professionals can in the selection for a customer service position using a Fleishman Job Analysis System. I will examine the challenges for designing this job for efficiency and suggest two ways to redesign it. Finally, I will propose three ways a HR

The customer service specialist position requires that the selected candidate meet the following qualifications: “Must have the knowledge of commonly-used concepts, practices and procedures within the customer contact center industry, Must be able to perform basic computer, keyboard, mouse and typing functions; Must be able to perform data entry functions, High school diploma or general education degree (GED), a Minimum of six months call center experience preferred, Excellent oral and written communication skills, including fluency in both Spanish and English, Ability to demonstrate care and concern for customers, and able to maintain composure during stressful situations ,” (Apollo Group, 2011). [Needs page number] .

HR managers will be faced with the challenges of recruiting and retaining the right employees for their organization. The first step would be identifying your organizational culture and the cultural and skill competencies required for success. This will give the recruiters the guidelines by which to assess viable candidates. In developing these objectives for creating an effective recruitment process, we will have to have in place a process that differentiates us from other companies. This strategy for success will provide candidates with sufficient and correct information about job expectations. The following will be address as part of the strategy: