Background: You have been hired as the first HR Director of Company Good Service
ID: 443669 • Letter: B
Question
Background: You have been hired as the first HR Director of Company Good Service which provides call center services for several credit card companies. The call centers are located in the Portland, Oregon Houston, Texas, and Raleigh, North Carolina markets. Each location has about 500 employees with the majority of the employees being Customer Service Representatives. While the company has been in business for several years few if any formal HR programs have been developed.
The CEO has laid out the following needs for you to address:
• There continues to be confusion about who is doing what job and what exactly the job duties are for each role. How might you go about addressing this issue? In your answer be clear as to any processes or steps you will follow, what the expected deliverables are, and who should be involved in the processes.
• Longer term employees are complaining that recently hired employees are making the same amount per hour or even more than they are. How can this be addressed? What steps can be taken to better ensure that pay rates are reflective of individual’s performance and not just tenure with the company?
• The CEO believes that the overall success of the business should be shared with the employees. Yet the CEO does not want to share with employees according to their level of contribution to the business. Supervisors have been very resistant to individual performance measures stating that it is very much a team oriented environment, and individual performance measures disrupt team efforts. Develop a program to address this.
• There is an uneasiness from the CEO as to what the organization is doing to be in compliance with all the rules and regulations related to Compensation and Benefits. How will you assess whether compliance is in place for 3-4 major areas of compliance for Compensation and Benefits?
• Employees regularly state that they would be happy with no monetary increase but instead wish there was more flexibility to the job. They state “I feel like I am chained to that desk and headset”. What are ways that this flexibility could be increased yet the CEO wants to spend minimal money for this while recognizing that the business and employees could benefit from it. What are steps which could be taken here?
Explanation / Answer
1. To begin with the soution, it is important to clearly identify the problem, speak to the department heads about the kind of resources they need and the nature of work. Once that is clear, proper job descriptions should be laid, the reporting relationships should be clear. Further, resources should be classified into different departments as per their interest and qualification. All members of the team working together should be involved.
2. Perfromance and potential appraisal should be conducted every 6 months. Clear and quantifiable targets should be laid for each employee and they should be paid timeley for meeting their targets. Non- financial incentives like employee recongition should be used to keep employees motivated.
3. A 360 degrees appraisal can be conducted where each and every employee will get an opportunity for self appraisal as well as peer and subordinate appraisal. This will help people to clearly define their individual contribution as well as well would compell managers to individually review the contribution of each employee/ subordinate in their team.
4. One major area of compliance is making sure you are following any relevant equal opportunity guidelines.
The next issue is health benefits. In the United States this means verifying that you are in compliance with the provisions of the Affordable Care Act. Controlling health costs is a major issue for many companies, and involves incentivizing employees to reduce health costs. You need to consider whether things like smoking cessation and fitness programs will, over the long term, result in savings in health benefit costs.
Finally, you will need to balance the goal of letting employees customize their benefit packages with your need to control costs and simplify administrative procedures and reduce costs.
5. Options of providing work from home to employees atleast once a week could be explored. Further, the in timings and out timings could be made flexible in the sense that employees can come to office anytime between, 10-12 am in the morning and leave after 8 hours. More Training sessions could be held, and peer help excersies could be conducted. Occasionally a recreation trip could be planned, according to the availabel budget
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