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Talent Management Approaches

Talent Management Approaches

Job Search

The job title customer service representative is listed on O-Net.com, whose associated skills, tasks, and professional developments are listed extensively. The top five customer service representative tasks listed on O-Net.com include conferring with clients through phone or emails to educate them about company products, cancelling accounts, taking orders, or receiving personal details (O-Net, 2021). Additionally, the customer service role entails confirming that client complaints were resolved promptly. Further, customer service representatives are tasked with listening to client complaints and resolving their concerns about merchandise sold, erroneous billing, and refunding money. Moreover, customer service representatives have the duty to help customers fill in their contracts with the company correctly, change their addresses, or discontinue services when requested. Lastly, customer service representatives should have excellent communication skills, be proficient in English, have clerical knowledge, and be versant with using computers.

Job Interview

If I were promoted at my place of work and was required to interview my replacement candidate, I would ensure to include situational questions in my template. Firstly, I would ask the interviewee to tell me the professional achievement they are most proud of. By asking the candidate this question, I would be looking to see if they have career goals and if they have taken any steps to fulfil these objectives (Oostrom et al., 2015). Secondly, I would ask the interviewee to enlighten me on one instance of how they would handle a dissatisfied and angry customer. My aim for asking this question will be to assess if the interviewee has problem-solving and empathy skills, which are critical in customer service.

Thirdly, I would request the interviewee to tell me what they would do if they were asked to handle duties that are beyond their ability by management. I would be targeting to see how the interviewee handles challenges and if their technique for doing the same aligns with company culture (Noe, 2016).  Lastly, I would tell the interviewee to narrate an event where they made a mistake that no one noticed and if they self-reported it or if they proceeded to complete their duty. In asking this question, my aim would be to check if the interviewee values and can manifest integrity. As a hiring manager, asking interviewees situational questions is essential as it helps to learn if their values align with those of the organization.

References

O-Net. (2021, October 26). 43-4051.00 – Customer service representatives. O*NET OnLine. https://www.onetonline.org/link/summary/43-4051.00

Oostrom, J. K., Melchers, K. G., Ingold, P. V., & Kleinmann, M. (2015). Why do situational interviews predict performance? Is it saying how you would behave or knowing how you should behave? Journal of Business and Psychology31(2), 279-291. https://doi.org/10.1007/s10869-015-9410-0

Noe, R. A. (2016). Human resource management: Gaining a competitive advantage (10th ed.). McGraw-Hill/Irwin.

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Question 


Reflection
Competency 2: Analyze talent management approaches used to build high-performance organizations.
This reflection activity is comprised of two sections collectively totalling a minimum of 500 words. Complete your reflection by responding to all prompts.

Talent Management Approaches

Talent Management Approaches

Job Search
Visit O Net. In the search box, search for your current job, a job you know well, or a job you may aspire toward.
Answer the questions below based on the job you searched for:
What is the job title?
What are the top 5 tasks listed for that job?
As an HR manager, which skills do you think will be in demand for this position? What would you look for in a
candidate?
As someone applying for the position, what training or professional development opportunities would you consider completing to gain the necessary skills?
Job Interview
Chapter 6 describes experience-based situational interview questions in which a candidate must describe how he or she handled a specific type of situation (see Table 6.2 for examples).
Imagine you received a promotion and were going to interview candidates to replace you in the role searched above. Consider the answers to the question above and address the following
Describe 4 experience-based situational interview questions you might ask each candidate.
Explain what would you expect to learn about the candidate from their response to each question.
Explain why it is important for the hiring manager to know what you expect to learn from these questions.

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