Overview

You are a human resources manager at a well-established company that operates a large global call center. Your company has had only in-person employees in the call center to date. A recent expansion of the call center in Delaware has been announced that will lead to a new hiring initiative adding positions such as call center agents, team leads, and call center managers. Despite aggressive local marketing efforts, the company has not been able to attract or hire the numbers needed to fully meet its service-level agreements with its clients.

The leadership feels that the strategy to move to remote and hybrid workers will provide more flexibility for recruitment rather than relying solely on employees located within a reasonable commuting distance. The company is looking for future employees who will provide strong values in responsiveness, customer care, accountability, and integrity in their work.

To influence the new direction, you as the HR manager will create a talent acquisition strategy designed to find employees for the new work. Your strategy will include identifying the skills workers need for remote and hybrid positions, creating recruitment strategies, and developing short- and long-term goals to meet the new direction. As part of your planning, you need to identify the benefits and drawbacks of the new work and the need for management training. Finally, you will identify innovative technologies needed to support the success of the new strategy.

Directions

In Milestone One, you began your research into recruitment goals, risks and benefits, and learning needs for the upcoming organizational change. Be sure to review the Milestone One feedback before you begin Milestone Two. Review the Company Fact Sheet located in the Supporting Materials section.

In Milestone Two, you will develop a strategy written in a memorandum to leadership.

Specifically, you must address the following rubric criteria:

1. Job Skill Needs: Identify the specific skills needed for the new work described in the scenario provided.
2. Recruitment Strategies: Develop the top two recruitment strategies needed to address the companys needs and identify the sources of talent in your strategies. Consider the following:
   1. What information is needed to inform your strategies?
   2. Who might you discuss your strategy with and why?
   3. What technologies will help support your strategy?
3. Short-Term Goals: Create two short-term goals based on the recruitment strategies using the SMART goal approach.
4. Long-Term Goals: Create two long-term goals based on the recruitment strategies using the SMART goal approach.
5. Company Values: Discuss how the recruitment strategies will align with the values of the company: community connection, responsiveness, customer care, and accountability.