IntroductionIt is critical to put in place plans for recruitment that are strategic in nature. This allows the company to make the right decisions regarding staffing. A customer service manager is important as his primary task is to ensure that the needs of the customers are met. Customer service managers might work at various levels of the organization from the front desk to the head officer and might also play a role in creating a police for customer service for the whole company. The following recruitment and staff plan for Amazon will focus on the hiring of a customer service manager looking at the legal considerations and examining the importance of recruitment and staffing.
To carry out the process of recruitment and staffing, the Human Resource Department will have to set aside times when the selected individuals for the position can come in for interviews. Every legal guideline has to be met. The advertisement needs to ensure that no applicant feels discriminated as set out under Section eight of the Civil Rights Act of 1964 (Bohlander & Snell, 2010). It restricts discrimination by aspects such as race, religion or sex.
Recruiting refers to the process of searching as well as hiring the candidate who is qualified either from inside an organization or outside it for a job position that is vacant in a manner that is timely as well as cost effective (Munyon, Summers-Ferris & Gerald, 2011). An efficient process of recruitment can be a helpful tool in reducing the level of turnover and enable the company to link the right individual with the right employment skills. Interviews as well as background ensure that the company provided employment to the candidate who can efficiently achieve the company’s objectives (Sinha & Thaly, 2013).
Tools Used to find Candidates
Many strategies will be employed to find additional customer service managers. One of these can be social media including Facebook, Google Plus, Linked In as well as Twitter. Businesses often make use of social media to carry out marketing of their products, broaden their brands and connect with current as well as new customers. Concerning recruitment, social media is the most efficient manner in which a company can reach out to a vast pool of applicants (Bohlander & Snell, 2010).
Another strategy is using word of mouth. Present employees working in the company’s customer service department can speak out about the vacant position to other employees not only within the company but also outside it (Sinha & Thaly, 2013). This strategy is efficient since it saves time as well as money and ensures that the company has a significant number of applicants not only from within it but also outside who might bring in additional skills and knowledge to the firm (Munyon et al., 2011).
Staffing defines the process of recruiting as well as screening that is carried out within an organization with the aim of ensuring the filling in of a vacant a job position (Youseff-Morgan & Stark, 2014). This process is important as it ensures that the company is consistently and efficiently making use of its resources (Munyon et al., 2011).
Different techniques will be utilized during the interview process. One of these is the behavioral interview, which examines the candidate’s past and looks at the manner in which the applicant dealt with a certain task or duty. This strategy will enable the interviewing team to have a clear picture of how the candidate will likely handle the same situation if it occurs again (Bohlander & Snell, 2010). The interview will also examine the applicant’s criteria looking at how the candidate performed in a wide range of areas. In a bid to ensure this happens, the team can continuously test the knowledge the applicant has by using a series of questions (Sinha & Thaly, 2013). These questions could include asking the candidate to provide a description of a feature that customers continuously asked for at his previous job. Another question is asking the applicant to describe an instance where he or she played a role in going past the expectations of the customer (Youseff-Morgan & Stark, 2014). A third question is asking the candidate to provide an explanation of the most difficult part of working within the customer service industry. Fourth is a description of the approach that the individual has towards training a customer service employee. Fifth is asking the person whether he has been collecting feedback from the client and how he has turned this into actual insights (Munyon et al., 2011).
The application of the above recruitment and staffing plan will enable Amazon to find a Customer Service Manager. The process of advertising has to ensure that it does not contain any discriminatory tone and will be done either through word of mouth or social media. For the company to draw in the right applicant, the interview process will make use of behavior as well as criteria strategy by asking some questions that are specifically related to that job.
- Bohlander, G. & Snell, S. (2010). Managing human resources. (15th ed.). Mason, OH: South-Western Cengage Learning.
- Munyon T. P., Summers Ferris, K. J. & Gerald, R. (2011). Team staffing modes in organizations: Strategic considerations on individual and cluster hiring approaches. Human Resource Management Review, 21(3), 228–242.
- Sinha, V. & Thaly, P. (2013). A review on changing trend of recruitment practice to enhance the quality of hiring in global organizations. Management, 18(2), 141-156.
- Youssef-Morgan, C. M., & Stark, E. (2014). Strategic human resource management: Concepts, controversies, and evidence-based applications. San Diego, CA: Bridgepoint Education, Inc.