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HR in a Call Center

You are the HR Director in a call center. The call center manager is newly promoted, and has no experience with hiring. She just notified you of the need to hire 15 customer service representatives to start in the next training class (30 days from today).

Develop a detailed response to address the following questions:

What process will you use to recruit a diverse pool of quality candidates? Consider the various recruiting methods available. What is your rationale for that approach?
What interviewing method will you use and why?
What will you do to ensure a reliable and valid screening process is used?
How will you prepare the call center manager for her role in hiring?
Be sure to cite research used in developing your response to those 4 questions.

Solution Preview

What process will you use to recruit a diverse pool of quality candidates?
to get a diverse pool of candidates, I will use the company website, one job website, and use social networking sites to get a diverse pool of candidates for the post of the customer service representatives. These methods have been selected because each is a web-based method so the candidates have some exposure to computers. In addition, this method enables me to choose diverse candidates (1).
Consider the various recruiting methods available. What is your rationale for that approach?
The different recruitment methods include job centers that are set up by the government for helping unemployed, job advertisements in newspapers, recruitment fairs, and notice boards. In addition, recruitment can be done through recruitment agency, and through referrals ...

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