Management of a Call Center of a Cable Company

Imagine that you are the HR Manager for a cable company. Your company is considering four locations for the call center: Memphis, TN; Montgomery, AL; Jackson, MS and Baton Rouge, LA. Determine which location would be best, developing the customer service representative job description.

To begin, develop the recruitment program for the position, and determine the selection process, training program, and pay structure for the position. Cover the next topics:

  • External Workforce Assessment;
  • Job Description and Job Specifications;
  • Recruitment Program and Ads;
  • Selection Process (including the type of interview and interview questions);
  • Training Program (including orientation);
  • Pay Structure (including pay survey information).