Strategic Staffing

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TABLE OF CONTENT

Table of Content………………………………………………………………..1 Executive summary ……………………………………………………………2 Overview of the organization ………………………………………………….3 General overview of the position….…………………………………………...3 Job Analysis……………………………………………………………………...6 Job Description…………………………………………………………….…….8 Strategy …..……………………………………………………………………..12 Recruitment. Sources………………………………………………………..…14 Advertising…………………………………………………………………….…17 Selection Plan……………………………………………………………….…..21 Assessment ……..……………………………………………………..………..24 Interview……………………………….………………………..………………..25 Decision……………………………….……………………...…………………..25 Letter Of Offer…………………………………………………………………...25 Summary……………………………..…………………………………………..25 References……………………………………………………………………….30

EXECUTIVE SUMMARY
This paper contains the steps on how to staff a particular position in a company. The position to be staffed is customer service executive in a company called Globacom. This company is a telecommunication company that currently serves over ten million subscribers with both Cable and High speed internet facilities. Globacom operates a centralized Call Centre Support department. The customer service Call Centre for Globacom Telecommunication handles customer’s questions, complains and billing enquiries with the highest degree of courtesy and professionalism to resolve customer issues with one call resolution. Globacom is in a continuous process of hiring new representative due to the increase in the number of people subscribing to their services.

OVERVIEW OF THE ORGANIZATION
Globacom is a telecommunication company that currently serves over ten million subscribers with both Cable and High speed internet facilities. Globacom operates a centralized Call Centre Support department. The customer service Call Centre for Globacom Telecommunication handles customer’s questions, complains and billing enquiries with the highest degree of courtesy and professionalism to resolve customer issues with one call resolution. Globacom is in a continuous process of hiring new representative due to the increase in the number of people subscribing to their services. Globacom has been in business for over ten years and it has over three thousand employees. The corporate culture at Globacom is enriched with an innovative and diverse environment for employees and suppliers reflecting the individuality of all our customers and communities. Globacom touchstones are their values. “They define us as a company. They help us achieve consistent financial results. They lay the foundation for our future success”. They are: Ethics: We will always act with the highest standards of honesty, fairness, and integrity. Respect: We will show respect for our customers and for each other. Quality: We will offer the finest and most reliable products available. Flexibility: We will always be open to new thinking and approaches, as this helps us adapt to an ever-changing marketplace. Diversity: We will respect and reflect the customers, communities, and cultures we serve. Employee Focus: We will invest in our people because our company can only be as strong as the people who work here. Enthusiasm: We will work with an unbridled passion for our customers and for our business.

GENERAL OVERVIEW OF THE POSITION
The position to be staffed in Globacom is customer service executive. I picked this position because that is my current position and I can relate well with it. This position falls on the entry level position in the customer service department and in the organization chart. Job responsibilities include handling incoming calls and/or in-person lobby traffic, working to resolve customer billing issues, and using your charm to explain our products and features. Handle customer questions, complaints, and billing inquiries with the highest degree of courtesy and professionalism to resolve customer issues with one call resolution. Offers alternative solutions where appropriate with...
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