Using the file attached - you will determine who you would hire in this scenario.Read through the scenario and the people you would interview. Rank your choices starting with #1 as your first choice. Explain your choices and also explain what information you would not be privy to or allowed to ask in real life and how that would or could alter your choice.
EMPLOYEE SELECTION EXERCISE JOB DESCRIPTION Call center manager for a leading cable company. Responsible for: Daily operations of the call center 100 subordinates Force to load scheduling Employee development I training Departmental objectives increase customer satisfaction quarterly by 3% Increase quality I productivity quarterly by 2% Reduction of call hold times, abandonments, and transfers by 5% semi-annually Maintain all departmental and employee records as required by the company Maintain inter-departmental relationships Improve use of website and virtual call center by 5% per year Head team projects to increase organizational objectives Labor relations and union negotiations for the department 35% travel required On-call two weekends per month Must be available to work nights, weekends, and holidays 24!? 365 VVVVVVVVVVVVVVV Requirements: Call center andlor management experience Excellent communicator (verbal I written) Labor relations! HR experience Availability to work nights, weekends, holidays in a 24!? 365 days in a fast paced environment Experience in employee development and relations Project management experience Budget experience VVVV VVV Employee #1 - James Pendergast Gender Male Age 45 Ethnicity Caucasian Experience 25 years of management experience at a large health insurance company Laid off from his previous job for the past year Education High school graduate - some college courses but no college degree Marital Status Divorced Children 2 - shared custody - pays child support Address Westboro, MA Other Credentials Experience with MS Office suite / database management, call center operations, management of 50 or more employees, labor relations / union experienceEmployee #2 - Andrea Hollingsworth Gender Female Age 30 Ethnicity Caucasian Experience Has been working for the company for the past 12 years - started her career as a customer service representative in the call center - has worked in various departments within the company including consumer relations and HR Education Bachelor of Arts degree Marital Status Married Children Pregnant (visibly) with first child Address Lives within a 20 mile radius of the company Other Credentials Experience with MS Office suite / database management within the call center, has some experience with HR in the training areaEmployee #3 - Chanel Phoenix Gender Female Age 24 Ethnicity African American Experience Part time and internships through school in sales, customer service, and operations management Education Recent college graduate with an MBA Marital Status Single Children None Address Lives within a 15 mile radius of the company Other Credentials Experience with MS Office suite Speaks fluent French and SpanishEmployee #4 - Jerry Cantwell Gender Male Age 33 Ethnicity Causation Experience Worked in sales for over 10 years, started his own entrepreneurial online consulting business which was recently sold to purchase his home Education MBA through an adult night course Marital Status Engaged to marry in six months Children None Address Owns a home within 25 miles of the office Other Credentials Experience with MS Office suite and advanced knowledge of technology programs such as online ordering, customer service and database managementSUBMIT THIS FORM ONLY Ranking from What does this person What information should be ignored First choice to offer that fits the job - or would not have been included in last why you chose them a traditional job interview and resume
