Project Overview (1)

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Southern New Hampshire University *

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SNHU

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Management

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Jan 9, 2024

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Competency 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 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

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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 and cite any references appropriately. Supporting Materials The following resource(s) may help support your work on the project: Citation Help Need help citing your sources? Use the CfA Citation Guide and Citation Maker. Job Description PDF Use this job description to inform your recruitment activities and the selection process. Employee Satisfaction Survey Results PDF Use this data to inform your retention strategies. Exit Interview Anecdotes PDF Use these anecdotes to inform your retention strategies.

Project Overview (1)

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