This paper will provide detailed information regarding the customer service manager position, the job analysis of the position, methods of recruiting and selection methods for seeking the best candidates. Description of the Position The Customer Service Manager (CSM) is involved in various aspects of business at GE. Knowledge of the company as well as the part in which the individual hired will play in his or her role will be essential to the success of the individual hired. The customer service manager will oversee customer service throughout the GE branch hired for. This includes ensuring customer service practices are well established and followed by customer service employees as well as ensuring excellence in customer service (General Electric, 2012).
In any business, clear direction is vital. Tesco vision guides the direction and the decisions they take as an organisation. Tesco is a company built around customers and colleagues, high-quality assets around the world and multiple opportunities for growth – and these characteristics are central to their vision for the business. Tesco wants to be the most highly valued business by: the customers they serve, the communities in which they operate, their loyal and committed colleagues and of course, their shareholders. Tesco employees work in a wide range of position in a store and in a non store function such as customer service, department managers, warehouse employees , office based and logistic.Improving skills and job satisfaction of employees are the key of a growing company and this is the key of Tesco.
All of these things help me with my work culture because I can perform in high demanding jobs. As well the career I have chosen for myself in a corporate management career because you need to have the skills to communicate. To cope with pressure of high demanding situations, and being able to come up with new ideas to help the business and the people you have worked under you. These skills are necessary for me so I can become a good leader. I want my employees under me to be able to learn from me and how I work and deal with situations in the work field.
HR insures employees are held operationally accountable for keeping a balanced focus on customer service, expense control (theft prevention) and keeping products in stock” (Bergdahl, 2010). Wal-Marts spend a considerable amount of effort trying to make employees feel like they are part the company because they are valuable assets to solicit new ideas. Wal-Mart is continuously expanding that is why they are on the look-out for the best candidates, as a result of their global reach; there are a lot of job openings worldwide. There are two ways in which Wal-Mart recruit, internal and external recruitment. Wal-Mart recruitment uses both of them depending on the situation.
Why do I want to be a Business office manager? I feel that I can run my own office and train new employees to help in the office. As an administrative assistant, I strive to better myself for the future. A business office manager has many requirements. I have acquired the personal requirements that a person must have before stepping into this type of job.
Usually when employers are looking to fill positions within there organizations they usually like to search within the company first. Organizations recruit existing employees through job posting, or communicating information about the vacancy on company bulletin boards, in employee publications, on corporate intranets, and any where else the organization communicates with employees (Noe, Hollenbeck, Gerhart & Wright 2011). After all the people that are currently working for the organization would be the best most likely be the best candidates for the positions. Next, would be to do referrals because it would be more cost efficient for the organization. Also, if the organization already has a good group of people working for them than the current employees already have an idea of what kind of attributes the organization looks for in its employees.
Recruitment and Selection Plan Each organization, manager, and HR department has a different approach to recruiting and selecting employees for open positions. Most companies have developed an employee performance evaluation plan. As an employer it is good to always have a recruitment and selection plan in place. Having a plan can be the difference between hiring anybody and hiring the “right” candidate for the position. (Taboola) According to the articles recruitment plans go hand in hand with the selection process.
It is also a major manufacturer of sports equipment with revenue in excess of 24.1 billion dollars in the 2012 fiscal year. Nike employs more than 44,000 people worldwide, and the brand alone is valued at 10.7 billion dollars making it the most valuable brand among sports businesses (Wikipedia). Nike is a very large company and has a diverse organizational culture in which it tries to differentiate itself from other companies. Organizational culture is defined as the set of shared, taken-for granted implicit assumptions that a group holds and that determines how it perceives, Womack 2 thinks about, and reacts to various environments. Organizations can operate at either micro or macro levels, and its organizational culture is passed on to new employees through the process of socialization.
Human Resources needs to know how to motivate and retain employees. Staffing and Hiring is a big part of Human Resources and can be very stressful. The best thing that Human Resources can do is cross train all of their employees and that way there is always back up. Human Resources is also responsible for appraisals and promotions. Along with all of the above the Human Recourses must be aware of everyone’s task and be able to jump in if they need to.
It is very important to ensure that all staff members have the necessary skills and have undertaken suitable developmental activities to complete the work they are given. As a manager it is important to look over and carefully calculate the time and cost on a regular basis to make sure it’s cost effective so the organization isn’t losing money. Having regular consultations (meetings, brainstorming sessions, project groups etc.) are also highly expected from a manager as it provides prompt and constructive feedback to the employee. Which will help to suggest improvements that will increase resource efficiency and effectiveness; as employees use resources everyday to get there job done and will know what works and what doesn’t.