HRM3002/RMA00! Semester 12022/2023 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, technological support. GE will offer eRetail sales and technological support services for smart devices including computer, tablets, and smart phones. 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 boars, quick and reliable direct flights to Jamaica and North American citics. According to the Jamaica News, by 2022 the BPO sector will generate revenue of USS1billion dollars and will employ over 250,000 young Jamaicans. Jamaica's econorry will benefit significantly from foreign direct investment and increased employment rates. The Mission Statement of Global Express (GE) is to serve global customers offering state of the ant technological sipport by highly skilled cusfomer service professionals providing the highess quality differemtiated czostomer support services to meet the demands of clients while achicving a profitable and secure return for invesfors and business growth. This Vision is to become the market leader in BPO (Business process outsourcing) services in the world. The world class service will be delivered, creating the whimate cactomer 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 Resouree Manager is overwhelmed with the hurnan 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 3. 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 behavioural 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). 4. The nature of CSR jobs can be very demanding and often times 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 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. HRM3002/RMA00! Semester 12022/2023 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, technological support. GE will offer eRetail sales and technological support services for smart devices including computer, tablets, and smart phones. 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 boars, quick and reliable direct flights to Jamaica and North American citics. According to the Jamaica News, by 2022 the BPO sector will generate revenue of USS1billion dollars and will employ over 250,000 young Jamaicans. Jamaica's econorry will benefit significantly from foreign direct investment and increased employment rates. The Mission Statement of Global Express (GE) is to serve global customers offering state of the ant technological sipport by highly skilled cusfomer service professionals providing the highess quality differemtiated czostomer support services to meet the demands of clients while achicving a profitable and secure return for invesfors and business growth. This Vision is to become the market leader in BPO (Business process outsourcing) services in the world. The world class service will be delivered, creating the whimate cactomer 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 Resouree Manager is overwhelmed with the hurnan 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 3. 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 behavioural 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). 4. The nature of CSR jobs can be very demanding and often times 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 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