Strategic Plan for Human Resource
In this case study, your team will assume the role of the Senior Strategic Management Team and you have the responsibility to design, develop, and implement the strategic plan to staff several call centers in different locations. You are required to develop job descriptions for a few additional positions, exempt and non-exempt, needed for the additional call center locations. You may use O*Net or other reliable resources to locate and use established job descriptions, which match the positions you are trying to fill at the call center locations.
Read and fully understand the assumptions stated in the case. The assumptions are provided to help you understand the problem. One of the first steps is to fully understand and be able to articulate the problem you are trying to solve in this case. To help your team get started, there is a list, but not an exhaustive list, of salient questions you ought to consider, which will help you stay on track when working on the case.
OVERVIEW
You are the senior human resource professional in a company and part of the senior strategic management team. The company is a service company that operates five teleprofit centers of 300 representatives each in the following Florida cities: Jacksonville, Orlando, Gainesville, Tampa, and Miami. The CEO has asked the senior strategic team to develop a HR plan that will allow the company to grow by two more teleprofit centers, which will be located in Jacksonville, Florida.
Considering turnover, length of training, hiring success and learning curve for new employeesdevelop a reasonable “hire ahead” plan, which keeps newly trained employees ready to take the place of employees who leave or are promoted to other positions. The “hire ahead” plan must allow no more than 3% of the employee base in each of the new teleprofit centers to consist of newly trained employees.
The following factors should be considered while developing the plan:
• There is a human resource budget of $3.5M.
• From the HR Budget, $200K will be dedicated for recruiting and selection.
• Recruiting costs will increase by 30%, but the HR budget will not increase.
• Recruiting will be conducted through Monster, CareerBuilder, Sologig, and in various print publications in the listed cities.
• There will be 4500 applications received per month from the recruiting efforts.
• Average turnover of the teleprofit representatives in the company is 7% per month.
• Average turnover of the teleprofit representatives in Jacksonville is 5% per month.
• New representatives receive two weeks of training in the classroom and two weeks of “side-by-side” training before they are on their own.
• All trainer positions are exempt.
• It takes nine months for a representative to be considered “fully trained”.
PLEASE COMPLETE THE FOLOWING
1. Background check- coordinated by a human resource assistant using a third party contracted provider- cost of $25 per applicant; 60% will have a successful background check and will be submitted to a credit check
2. Credit check- conducted by a human resource assistant-cost of $35 per applicant; 60% will fail the credit check.
3. How does this current hiring process affect the successful filling of current position vacancies?
4. What process changes can be made to help your budget concerns?