Slide 1:

1) What preliminary/planning steps do you need to follow before you can begin recruiting?

a) Assess the current as well as future manpower requirements arising due to the new expansion plan

b) Ascertain the skills, qualifications and experience for the candidates for the new positions

c) Develop a job description for advertising in newspapers,internet job postings,etc.

d) Develop a comprehensive selection and recruitment plan alongwith selection tests and procedures

e) Outline a budget and schedule for the recruitment plan

f) Outline the plan for training of new recruits.

Speaker Notes:

Before starting the recruitment process, it is extremely crucial to ascertain the exact manpower requirements arising due to the expansion and growth, not only in the current scenario but also in the near future. This can be done by consulting the management and the key managers as well as via careful planning and forecasting.

It is also important to ascertain the qualifications, skills and experience necessary, such as bilingual language requirements in this case, in order to devise a suitable recruitment strategy. This will ensure that only right candidates are being screened and subsequently selected.

Further, it is essential to have a job description in hand before starting the recruitment plan so that one can put the advertisement in newspapers and internet, etc.

The comprehensive selection and recruitment plan should be drafter before starting the recruitment process and the all the tasks such as pre employment tests, interview process etc. should be outlined.

Hiring managers should also plan in advance about the post hiring programs such as orientation and training so that as soon as the recruits are hired, they are put in training and orientation program.

The budget and costs related to hiring, proposed salaries etc. should also be ascertained in advance.

Slide 2:

What creative sources will you utilize in your recruiting efforts?

a) Placement agencies specializing in bilingual customer service staff

b) Institutions offering Spanish Language Courses

c) Advertising and searching for candidates in ethnic community associations

d) Internet job sites such as Monster.com and craigslist

Speaker Notes: By approaching placement agencies specializing in providing bilingual customer service staff, one would get the right mix of candidates and will also benefit from the experience of the agency specializing in bilingual candidates. Also, institutions offering spanish language courses will be happy to refer their students as potential candidates for the company. Also, by approaching ethnic community associations, one can get access to authentic Spanish speakers. Internet job sites also offer a cheap and effective way to search qualified candidates.

In order to quickly find candidates with bilingual skills, the best way is to approach placement agencies specializing in bilingual candidates or obtain list of candidates from institutions offering spanish language courses.

Slide 3:What pre-employment tests, if any, would you recommend?

1) Assessment Tests

2) Work related Simulation

3) Language Test

4) One-to One Interview

Speaker Notes:

Assessment Tests: There are myriad of assessment tests available today which helps us to analyze and ascertain various aspects about the prospective candidate with respect to his abilities, personality and appropriate for the vacqant position. For example, there are cognitive-ability test that measures candidates' flexibility, learning ability, attention to detail and ability to multi-task. Similarly, there are job related assessment tests to ascertain the technical expertise with respect to the job which the applicant is being assessed.

The rationale of using such assessment tests or screening tests is to review all the aspects of a candidate's ability and personality and to ascertain his suitability from all aspects rather than just based on his qualifications obtained from formal education and experience. These tests helps the selection specialist to take a deeper view of the candidate's personality. In this scenario, assessment tests will help us to ascertain how effectively the candidates will be able to handle customer requests, problems, queries.

Simulation implies creation of an environment similar to the real life workplace, wherein the candidates can display their ability to handle pressure, problems and situations encountered in real life jobs. There are a wide variety of simulation programs available in the marketplace, which can be customized to meet the special requirements of any organization. Further, there are different kinds of simulation programs for different disciplines. In our scenario, simulated environment involving live telephone conversation can be conducted to ascertain phone skills and customer skills of the candidate.

Similarly, language test are essential to ascertain the level of proficiency in Spanish language.

Interviews have always been one of the most crucial aspects of a selection process and is generally being conducted for the final group of selected candidates to have a face to face discussion with the candidate and provide a platform for the interviewers to have a first hand assessment of the candidate's ability.

Part Two
In a separate document, write a job ad to support your recruiting strategy. Don't forget to include the "Equal Opportunity Employer" designation. In addition to your text example, you may look at Internet job boards, such as Monster.com and your local employment listings for sample job listings.

NL&C Corporate, a fast growing call center is hiring Spanish Speaking Call Center representatives and support staff to support its ongoing expansion plans.

Job Description:

The Call Center representatives and support staff will be working under the guidance of the Call Center manager and Supervisor and will be handling high volume of phone calls in a fast paced environment. Representatives will be expected to independently handle and take the responsibility of calls and effectively assist and resolve customer queries, complaints and issues in a timely and satisfactory manner, ensuring highest possible customer satisfaction. Representatives are expected to display the ability to analyze complex information, independently solve problems by applying concepts and using judgment. Superior verbal communication skills with an ability to explain complex technical information in customer terms are required as well.

Essential Qualifications:

Previous year customer service, call center or sales/marketing experience.
Bilingual skills with Fluency in Spanish Language is a must.
Computer experience with demonstrated keyboarding skills and proficiency with current software packages, including Windows required.
Associate's degree preferred
Superior verbal communication skills with an ability to explain complex technical information in customer terms are required.

Desired KNOWLEDGE, SKILLS, ABILITIES AND COMPETENCIES:

A strong customer service background.
Ability to pay attention to detail and experience in handling customer service inquiries.
Must be flexible to work a schedule that will include nights and weekends.

Remuneration at par with the best in the industry. Interested candidates are required to email their resume and cover letter to [email address removed by system].

NL&C is an Equal Opportunity Employer (EOE). Qualified applicants are considered for employment without regard to age, race, color, religion, sex, national origin, sexual orientation, disability or veteran status.