Global Express (GE) is a Business Process Outsourcing (BPO) company with headquarters in Miami, USA. BPO companies specialize in back and front office services on behalf of clients in many areas including banking, telecommunication, eRetail, and technological support. GE will offer eRetail sales and technical support services for smart devices including computers, tablets, and smartphones. GE opened its first Jamaican operation in New Kingston, Jamaica in January 2017 and plans to expand additional locations in Portmore and Montego Bay. Plans to expand in Jamaica is expected to increase market share and provide other benefits for GE and the Jamaican economy. The benefits for GE include Jamaica’s close proximity to the USA, a large population of English speakers, lower overhead cost than the US, similarity in the time zones and business hours, and quick and reliable direct flights to Jamaica and North American cities. According to the Jamaica News, by 2022 the BPO sector will generate revenue of US$ 1 billion dollars and will employ over 250,000 young Jamaicans. Jamaica’s economy will benefit significantly from foreign direct investment and increased employment rates.

The Mission Statement of Global Express (GE) is to serve global customers by offering state-of-the-art technological support by highly skilled customer service professionals providing the highest quality differentiated customer support services to meet the demands of clients while achieving a profitable and secure return for investors and business growth.

This Vision is to become the market leader in BPO (Business process outsourcing) services in the world. World-class service will be delivered, creating the ultimate customer experience.

GE will require 1000 new employees for the Portmore branch which is expected to be opened by December 2022. The General Manager, Deandre Young Duncan is responsible for operations and Cary-Ann Hutton for human resources. GE will be recruiting 200 Customer Service Agents (CSAs), 10 Support Staff by December 2022. The CSAs will be required to answer incoming calls from customers who want to place orders, respond to inquiries, manage complaints, troubleshoot significant customer service problems, and provide general information. He/she will be a member of the primary contact team for consumers interested in the products offered by the organization and will be responsible for assisting them in completing purchases online and over the phone. They will also inform customers of the product features and demonstrate a professional company image through voice, online and social media interactions.

The Human Resource Manager is overwhelmed with the human resource duties and responsibilities and is considering hiring a Recruiter to manage the Recruitment function at GE. She has drafted a job description and requires assistance to complete the process.

Challenges at GE

Customer Service agents represent a large percentage of the GE staff. Schedules are based on seniority, which means that priority is given to most senior employees. Due to high turnover, recruitment is ongoing and takes up most of the Human Resource Department time and resources. Most of the CSA are students or young people in their twenties and earlier thirties. During exit interviews, two main reasons for leaving the company are the work does not meet their expectations or they do not feel there is any opportunity for career advancement within the organization.

It could be because employees who are placed in the jobs may be too difficult for them or their skills were being under-utilized so they became discouraged and quit. Inadequate information about skill requirements that are needed to fill a job may result in the hiring of either underskilled or overqualified workers. The company should carefully study the requirements of the CSA job and then workers should b0e tested for the requisite qualifications and then hired. Proper selection should be conducted with candidates not just to ensure they have the right skills but also that they fit well with the company culture, managers and co-workers.

REQUIREMENTS FOR THE PROJECT (5) MEMBERS IN EACH GROUP).

You are hired as the HRM consultant by Global Express (GE) to complete the following task: (Be guided by lectures/ lecture notes/textbook and o*net):

Review the job description and specification for the Recruiter position drafted by the General Manager. (See JD & JS below)

Outline the missing sections, then prepare a completed document for consideration (Be guided by the various section discussed in your text book.

Discuss the importance of a job description and job specification

Describe the process that will be used to complete the job description and job specification to the Global Express (GE) management team.

Describe the recruitment process that will be used to attract persons for the position of Recruiter.

Prepare an advertisement for the Recruiter position based on the job description and job specification information completed in question #1.

State the medium that will be used to advertise the positions

and share how HRIS can be incorporated in the process.

Describe the selection and testing process that will be used for selecting and ultimately hiring the best candidates for the CSR and Recruiter position.

Outline the selection and testing techniques that will be appropriate for each of the positions with justifications. (CSR & Recruiter)

Prepare six (6) structured interview questions (2 situational, 2 behavioral and 2 job-related) on an interview sheet with the expected responses and the possible responses for the questions. (CSR & Recruiter).

Add the new employees to the Orange HR System after the hiring process. (5 CSR & 1 Recruiter).

The nature of CSR jobs can be very demanding and oftentimes lead to complaints of stress in the workplace. The matter is exacerbated with the presence of the COVID 19 pandemic.

Recommend four (4) strategies that may be implemented by the employee and four (4) by GE to manage stress in the workplace.

Describe four (4) practical measures that could be implemented to resolve computer-related ergonomic problems.

The exit interview revealed that there are challenges at GE.

Identify the current challenges at GE.

 

 

Recommend four (4) strategies that may be implemented by the employee and four (4) by GE to manage stress in workplace. Describe four (4) practical measures that could be implemented to resolve computer-related ergonomic problems. 5. The exit interview revealed that there are challenges at GE. Identity the current challenges at GE. Recommend four (4) strategies that could improve/remedy employee retention at GE. NOTES: The project should be completed in accordance with APA 6 or 7 edition format which includes in-text citation and referencing (Please indicate to Lecturer prior which of the format you will be using. Projects should be submitted with the Declaration of Authorship Form AND the peer evaluation form. Five marks will be deducted for each form that is not submitted with the project. Marks will be allocated for individual contribution, based on the feedback from the peer evaluation forms. See rubric below for the allocation of all marks. Be guided accordingly.