Amazon’s Customer Service Manager Recruiting And Selection Plan Get Essay Help

Table of Contents
Introduction to the Legal Environment Recruitment Plan Selection Plan References

Introduction

The case study examines Amazon's workforce expansion plans, detailing the company's need to acquire thousands of more employees to accommodate its expanding operations. Amazon places a premium on customer service; hence, the Customer Service Manager position is crucial. Given the scope of Amazon's activities, at least 10 customer service managers are necessary to meet the requirements of the Customer Service department. The precise recruitment and selection procedures can assist the organization hire the most qualified candidates for this role, ensuring that they will contribute to the level of service supplied to customers.

Legal Landscape

First, it is vital to recognize that hiring in the United States is governed by a variety of laws and standards. To comply with the Equal Opportunity Policy, the employer must guarantee that the recruitment process is free of bias based on race, gender, religion, ability level, and age (“Legal aspect of recruitment,” 2020). In addition, the National Labor Relations Act protects employee rights from recruiting to contract termination (“Legal aspect of recruitment,” 2020). In addition, anti-discrimination and labor rules in the United States ban the use of specific questions during interviews. Therefore, the selection process should center on the candidate's competence to perform the duties of the position (“Legal aspect of recruitment,” 2020). Taking into account these legal requirements permits the development of recruitment and selection plans that are compliant with legislation and do not pose any legal problems.

Recruitment Plan

Recruitment is the process of attracting applicants for a post. Recruitment is described as the process of providing a business with a pool of qualified job candidates from which to select (University of Minnesota, 2016a, para. 1). Recruitment is essential to the organization since it lays the groundwork for effective hiring. If the organization does not have access to qualified individuals, it will be compelled to recruit an unqualified individual or keep the post unfilled, both of which can be detrimental to its performance.

Online job boards and the organization's website should be the primary recruitment tools. On the one hand, online job websites are currently extremely popular, and the majority of applicants begin their search there, which means that a greater number of candidates can be attracted. On the other side, the company's website will attract those who are interested in Amazon and have prior client experience. Additionally, the firm must have a well-defined job description and ideal candidate profile in order to maximize the likelihood of recruiting qualified individuals. The comprehensive recruitment strategy is as follows:

Create a job description based on the functions to be performed and the actions of current employees; Create a profile of the ideal candidate for the position in order to identify desirable attributes and skills; Create Customer Service Manager job ads on job aggregators (e.g., Indeed) and Amazon's Careers website.

Selection Scheme

The process of staffing entails picking the most qualified candidate for a position from a pool of identified individuals. This approach is essential to success because it helps match the individual's experience, knowledge, and skills to the job's requirements (University of Minnesota, 2016b). If the individual selected for a position is unable to perform their obligations adequately, the company's performance will suffer.

There are numerous strategies that can be utilized as selection tools to filter applications. Because these talents are required for the role of Customer Service Manager, assessments assessing communication, leadership, problem-solving, and customer service skills will be necessary. Additionally, interviews should be utilized to learn more about candidates' skills. Traditional face-to-face interviews would be ideal because they provide for a deeper understanding of the candidate and ensure a good fit between the candidate and the organization. Included in job-specific interview questions should be:

What is your customer service experience? How do you intend to handle client complaints? How have you previously handled customer complaints? How can staff be motivated to give the finest customer service? What contributions can you make to Amazon as the Customer Service Manager?

The following is the plan for picking the best candidates:

Develop instruments for evaluating the ability of candidates; Contact prospects and invite them to participate in the evaluation; After the evaluation period (one to two weeks) has concluded, invite the top 10 percent of candidates for interviews. Interview candidates and make final hiring decisions.

Conclusion

Overall, the position of Customer Service Manager requires people to possess a variety of abilities and past customer service expertise. In addition, the recruiting process in the United States is influenced by a variety of factors that determine recruitment and staffing. The proposed recruitment and selection tools will assist Amazon in attracting the most qualified applicants and ensuring that they possess the necessary skills, abilities, and experience to perform their future responsibilities with distinction and contribute to the company's service quality. Consequently, the recruitment and selection plans will aid Amazon in hiring exceptionally qualified candidates for the role, thereby boosting the company's expansion efforts and future success.

References

The legal aspects of employment and recruitment (2020). Web.

4.1 The recruitment procedure, University of Minnesota. (2016a). UMN Libraries. Web.

5.1 The selection procedure, University of Minnesota, 2016b. UMN Libraries. Web.

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