Project Requirements:

To successfully complete this project, you must do several things using the information and data provided within this Term Project Overview and Expectations page:

1. Review the Company's Talent Management Issues/Top Priorities.
2. Review the Company's Metrics, Data, and Useful Information.
3. Identify two (2) specific recommendations to improve Recruitment/Selection related issues and two (2) specific recommendations to improve Training/Development related issues.
4. Create an evaluation plan for your recommendations using relevant HR metrics. The plan should include both qualitative and quantitative metrics, how the metrics will be calculated, as well as the rationale for using the metrics you have chosen.
5. Resource material should be used for both # 3and #4 above.
6. Both narration and narration notes are required.
7. Citations should be included and in APA format.

Company's Talent Management Issues/Top Priorities:

You have recently been hired as the Director of Talent Management for a call center that employs approximately 350 people. During your first week, you meet with the VP of HR to discuss the main priorities for the position. Among the items listed as top priority were the following:

1. Expansion initiatives: the current plan is to add 50 new call center representatives and 7 new supervisors within the next 9 months to account for new business partners utilizing their services.
2. Turnover for call center representatives: while turnover has always been somewhat problematic, there has been a 10% increase in turnover for the past two months. The turnover report is listed below.
3. Employee engagement survey: the most recent survey results indicated that the highest area of dissatisfaction was due to a lack of development and promotion opportunities.
4. Social media: there has recently been an abundance of negative comments on Glassdoor and Indeed (from former job applicants) detailing issues with the application process. These comments centered around 3 main issues, including:
   • Disorganization/managers not prepared for the interview.
   • Lack of follow-up on the status of the position.
   • Overall process taking too long.

Company's Metrics, Data, and Useful Information

The VP of HR, provides you with the following information:

1. The current days to fill metric for this organization is 48 days for customer service representatives. *No additional HR metrics are being tracked.
2. A recent report from LinkedIn, showing days to fill by Job Function:
   • Smith, M. (2021, August 6). These industries have the slowest hiring times, according to LinkedIn. Retrieved December 2, 2021, from CNBC website: https://www.cnbc.com/2021/08/06/these-industries-have-the-slowest-hiring-times-according-to-linkedin-.html
3. The company's turnover report for the past two months:

Turnover Report
	Department	Position	Manager	Length of Service	Reason
1	Customer Service	Senior Representative	Green	2 years	Lack of training
2	Customer Service	Phone representative	Smith	1 week	Management
3	Customer Service	Phone representative	Green	3 weeks	It was not the job I was hired for
4	Facilities	Janitor	McDonald	1.5 years	Lack of promotional opportunities
5	Customer Service	Phone representative	Jones	2.5 years	I want to learn new things
6	Customer Service	Phone representative	Jones	1 year, 2 months	No promotional opportunities
7	Customer Service	Phone representative	Smith	1 year, 1 month	Manager is awful
8	Customer Service	Phone representative	Trent	5 years, 2 months	Relocating
9	Customer Service	Senior Representative	Smith	4 years	Job Burnout
10	Human Resources	Talent Mgmt Director	Holliday	3 years	Too stressful
11	Customer Service	Senior Representative	Smith	1 year	Understaffed
12	Customer Service	Manager	Payne	4 years, 3 months	Need a better work/life balance
13	Finance	Financial Analyst	Ness	2 years, 2 months	Upward mobility is limited
14	Customer Service	Phone representative	Green	1 year, 4 months	Promotions are given to external hires
15	Marketing	Coordinator	Daly	3 years, 2 months	Better opportunities elsewhere
16	Accounting	Junior Auditor	Ledder	1 year, 9 months	Lack of promotional opportunities
17	Customer Service	Manager	Payne	2 years	Too many hours/Understaffed
18	Customer Service	Phone representative	Green	4 weeks	Not a good fit
19	Customer Service	Phone representative	Smith	1 year, 4 months	Tired of phone work
20	Customer Service	Phone representative	Smith	3 years	I am tired of being on the phones
21	Customer Service	Phone representative	Jones	2 weeks	Money
22	Customer Service	Phone representative	Jones	1 year, 10 months	No way to move up in the company