Project Description: You will assume that you recently started a new job as a Call Center Manager at Sand & Shells Resort and will develop a Recruiting and Employee Retention Strategic Plan. This plan will include a summary of findings and detailed strategies to recruit and retain Customer Service Representatives.

Read the scenario and use all of the data and resources provided to create the plan.

WORKPLACE SCENARIO

Understanding Your Role

You started a new job as Call Center Manager at Sand & Shells Resort and the Human Resources Manager advises you that the Call Center department consistently fails to meet its goals and provides you with the following ongoing issues:

The turnover rate is high, the average length of employment is $6$ months and it$$s hard to recruit due to the current low hourly rate of $$11\mathrm{.}50$

Customer Service Representatives keep customers waiting before answering.

They lack the knowledge to answer the customer$$s questions.

Customers are on hold for long periods.

Customer Service Representatives are rude in their responsiveness which upsets the customer and causes the customer to complain about the service.

The HR Manager explains that the Executive Committee recently unveiled the Company Strategic Goals that include improving poor customer service. To help you better understand the issues, he advises you to review the Company Background provides you with the results of a recent Call Center Employee Satisfaction Survey. The survey was sent to all seventy$-$five call center employees in your department. The rating system was on a $1$ to $5$ scale, with $1$ meaning strongly disagree and $5$ meaning strongly agree.

As the new department manager, the HR Manager is requesting you to create a Call Center Representative Recruiting and Retention Plan that will include:

A summary of your findings.

Present a summary of your department$$s current challenges and how it affects the hotel$$s strategic plan success.

Call Center Representative Recruiting and Retention Plan

Recruiting and Selection

Create an eye$-$catching job ad to encourage passive candidates to apply

Consider job duties, responsibilities, the KSA$$s$,$ and education and experience.

Make sure to include the EEOC tagline

Present your recruiting strategy $($e$.$g$.$ College job fairs, social medial, etc.$)$ and explain why those strategies are the most effective

Create $5$ interview questions $($situational$,$ behavioral, and$/$or both$)$ that will help you select the ideal Call Center representative.

Explain why you chose those questions and or what are you measuring

Training and Development

List the internal and$/$or external training needed for the success of this position

How long the initial training period will be$?$ Why

Benefits and Compensation $-$

What is the hourly rate you propose and how does this rate compare with the average call center representative$$s hourly rate in FL$?$

What indirect compensation do you propose?

Retention Strategies

What non$-$traditional and or life$-$work balance initiatives would you propose?

What performance appraisal do you recommend? Why

What employee development programs do you propose?

Conclusion $-$ Explain how each element in the Recruiting and Employee Retention Plan contributes to the success of a hotel.