HRM 20141 Talent Acquisition and Employee Retention Plan Essay

Content Type

User Generated

User

ivivinyragvabin

Subject

Business Finance

Course

HRM 20141

Department

HRM

Description

In this project, you will demonstrate your mastery of the following competency:

Describe effective practices in the recruitment, selection, and retention of employees

Scenario

You are a human relations business partner at Large Technology Corporation (LTC). Your company has recently had an increase in sales, and the customer service team is having trouble keeping up with the number of incoming requests. Not only is the workload overwhelming employees, but the team does not have time to sufficiently train its new employees. In addition, more senior employees are being asked to train while keeping up with their regular duties, which has been a point of contention. Employees are stressed, and managers are having trouble keeping their employees motivated and dedicated to the company. In fact, four representatives resigned in the last month.

You received a request from the customer service team to hire six additional customer service representatives. The department currently has 27 employees, with three team leads and eight employees under each team lead. The team leads have all been with the company for over three years, but the majority of the customer service representatives have only been with the company for one to three years.

To ensure that the hiring of new customer service representatives is a smooth process, you have been asked to create a talent acquisition and employee retention plan to detail the hiring process as well as strategies managers can use to keep the new employees motivated and dedicated once they join the team.

Directions

As a human relations business partner, you have been asked to develop a talent acquisition and employee retention plan.

Specifically, you must address the following:

Talent Acquisition: Recruitment Strategies: The customer service team has approved the hire of six customer service representatives. You have a standard customer service job description PDF that you will use, but you also need to detail the recruitment sources as well as relevant employment laws. As you outline your recruitment strategies, be sure to address the following:
- Describe the recruitment sources you will use to find new customer service representatives for the team. Be sure to justify your choices. For example, will you use social networking websites, industry-specific network groups, job fairs, or college career offices, or will you post to general job websites?
- Describe the employment laws that you will need to adhere to as you recruit potential employees to ensure you are protecting the rights of both the applicants and the company.

Talent Acquisition: Selection Process: The company has had great response rates with previous job postings for the customer service representative position. On average, the company receives 24 résumés for each posting. With only six available positions, you have been asked to outline how you will narrow down the candidates and the approach you will to take to select the best candidates. As you outline the selection process, be sure to address the following:
- Explain how you will determine which candidates to interview based on a review of their résumés, applications, and job qualifications. Be sure to justify how your process will assist in meeting the needs of the team. For your response, you might consider the following:
  - Which job skills are most important for the team?
  - Will you engage current employees to help screen résumés and applications?
  - Will you complete phone screenings prior to scheduling a face-to-face interview?
  - How many candidates will you interview?
- Describe the type of interview you will conduct. Be sure to justify why the selected type of interview is most appropriate for the specific job.
- Create five key interview questions to ask the candidates. Be sure to justify how the questions align with the job requirements and assist in helping find an individual who best meets the needs of the team.
- Describe the selection method you will use in the selection process. Be sure to justify why this selection method is the most appropriate for your team. For your response, you might consider the following:
  - Who will you involve in the decision-making process?
  - Will you use a method that scores candidates with a specific approach?
  - What tools or technologies might you use to keep track of candidate scoring?
- Describe the employment laws that you will need to adhere to during the selection process to ensure you are protecting the rights of both the applicants and the company.

Employee Retention Strategies: The customer service team is currently experiencing high turnover, and you have been asked to advise the managers on the team around how they can increase employee motivation and engagement. To provide you some context, the customer service managers have provided you with employee satisfaction survey results PDF as well as exit interview anecdotes PDF. The managers explained that they want to ensure that the team is able to engage and motivate both current and new employees, as well as create a positive team culture. As you outline the retention strategies, be sure to address the following:
- Describe a motivation or leadership theory that helps explain the issues the company is currently having with employee turnover and low employee satisfaction.
- Describe the specific retention strategies managers can use to address the issues with employee turnover and to improve organizational culture. Be sure to justify how the identified strategies are most appropriate for the team. As you consider retention strategies, you might consider the following:
  - How do you meet the specific employees’ needs?
  - How will you motivate individuals who are disengaged?
  - How will you maintain a high level of engagement in specific employees?
  - How will the strategies impact organizational culture, and how does this impact retention?
  - How will you measure the results of your strategies?

What to Submit

Every project has a deliverable or deliverables, which are the files that must be submitted before your project can be assessed. For this project, you must submit the following:

Talent Acquisition and Employee Retention Plan
Determine strategies to effectively recruit and select candidates, as well as strategies to keep individuals motivated and dedicated once they are employed. Your plan must be 750 to 1,250 words in length.

Reference List For each source that you cite, you need to include the author’s name, the publication year, the title of the source, and the location of the source in a References section at the end of your work. Cite all sources appropriately.

upload: three attachments down below!

Employee Satisfaction Survey Result, Exit Interview Anecdotes and Job Description

Thank you!!!

Unformatted Attachment Preview

Employee Satisfaction Survey Results Below are the results of an employee satisfaction survey. Survey Question Satisfaction Rate Overall, I like working at Large Technology Corporation. 60% I am motivated to see Large Technology Corporation succeed. 60% Large Technology Corporation effectively communicate its goals and objectives within the organization. 40% Employees are sufficiently recognized for their contributions. 40% I feel fulfilled by my job. 50% My manager often gives me feedback about my performance. 60% My manager often gives me credit for my accomplishments. 50% I feel that I have enough freedom in my position to have autonomy and ownership over my work. 40% I have an appropriate number of tasks at work. 20% I have sufficient training opportunities afforded to me at LTC. 30% I have sufficient opportunities for professional advancement at LTC. 30% I want to be working at LTC five years from now. 40% Attribution: Modified from Project Ask: A Satisfaction Survey of Employees of the South Carolina Department of Parks, Recreation, and Tourism from the South Carolina Digital Library with the following rights: “This is a government document; please see the rights statement available here: http://www.statelibrary.sc.gov/statementof-rights. Public Domain.” Exit Interview Anecdotes Below are some anecdotes from the recent exit interviews of employees who resigned from the customer service team: • “I was overwhelmed with the amount of work I needed to do on a daily basis. I did not have time to answer all of the calls that I received, respond to all of the emails, plus be involved in the chat. I was constantly stressed, trying to respond in the timeline provided, but it just didn’t seem doable, and I became continuously frustrated by the unrealistic demands.” • “I have been a customer service representative for over five years, and I was hoping that I would have an opportunity to become a team lead at LTC, but there never seemed to be the opportunity for any openings on the leadership side. I am not challenged with my current job duties, and I am looking for more opportunities to grow.” • “I was new to LTC and needed some direction on how to accomplish the tasks I was given. I asked my team lead multiple times for more training, but they never seemed to have the time. I also asked the more senior customer service reps, but they didn’t have time either. I kept having to guess at what I was doing, and I was very frustrated about the lack of direction.” • “I have worked at LTC for over three years now, and while trying to do my job, I was also constantly training new employees. While I’m happy to help, I found it extremely difficult to manage both my own job and training. I became overwhelmed trying to do both and felt that I did not get the support I needed.” • “I did not have any opportunity to grow or advance, so I decided to leave.” • “This was my first job out of college, and I was hoping for more training to help me in my job. I was often confused about what I needed to do and how to do it. Once I started to understand a few tasks, I would get more, and with people leaving, I kept getting more work without any training.” Job Description Large Technology Corporate (LTC) is currently seeking customer service representatives. A customer service representative is responsible for assisting customers with basic technical questions about the company’s products. Customer service representatives field inquiries about the LTC’s products. They will answer questions and respond to requests from a variety of avenues including email, live chat, and telephone. The representatives are responsible for assisting customers with basic technical questions and ensuring customers are satisfied with the products. Essential duties and responsibilities of this position include the following: • • • • • • • • Maintain a positive and professional attitude with customers. Assist customers with basic technical questions about the company’s products. Acknowledge and resolve customer complaints. Provide accurate, valid, and complete information about the company’s products and basic technical components. Consistently demonstrate professional communication skills, a high level of support service, and call management skills. Go above and beyond to ensure customers have a positive experience with LTC. Consistently achieve the expected goals and objectives, including adherence to a set schedule, availability, call and email flow, service and support, and product knowledge. Use computer technology to handle call volume, email requests, and live chats. Required Skills • Excellent communication skills • Ability to multitask and prioritize and manage time effectively • Ability to work collaboratively on a team • Basic computer skills • Adaptability • Positive attitude Minimum Qualifications • Associate’s degree—bachelor’s degree preferred • One to three years of relevant customer service or sales experience, preferably in the field of technology Work Hours The department’s hours of operation are: Monday–Thurssay: 9:00 a.m.–9:00 p.m. Friday–Saturday: 9:00 a.m.–6:00 p.m. Individuals must be able to work any schedule set within the above hours of operation.
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Tags: customer service Employee retention talent acquisition Retention plan

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Explanation & Answer

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Outline
Thesis Statement: Different businesses or organizations hold different services or products dear
to their performance, growth, and development. While these products and services serve a great
deal function to the enterprises, nothing replaces the essence and function in the entire operation.
➢ Introduction
➢ Factors to consider during recruitment
✓ As a company, it is crucial to shun the traditional means of recruitment to avoid job
postings loss.
✓ Secondly, when recruiting new individuals in the company, it's vital to consider the laws
of recruitment to ensure that the company's rights and the applicants are maintained.
➢ Recruitment Method
➢ Employee motivation and retention
✓ One way to motivate the employees could be through promotion, recognition of best
efforts, and constant feedback.
✓ That also keeps the employees engaged in their duties and their team leaders.
➢ Conclusion

1

HRM

Recruitment of Customer Service Representatives
Institution:
Date:

2

HRM
Introduction
Different businesses or organizations hold different services or products dear to their
performance, growth, and development. While these products and services serve a great deal

function to the enterprises, nothing replaces the essence and function in the entire operation. All
operations that the business indulges in are typically customer-centered. Therefore, the customer
plays a central role in every event, and therefore, it's crucial to have provided satisfactory
customer services. A product or service may be of high quality and so...