Please share ideas on how to best approach responding to this scenario: Backgrou

Question

Please share ideas on how to best approach responding to this scenario:

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 addressThere 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.

Explanation / Answer

As the HR director of the company I need to have a document that provides the description of each job position of the company, a master file.

For this instead of traveling to the 3 call centers I would just visit one, ideally the one who has better performance and would meet with the senior staff so we can all work together on the descriptions of the job positions. I would also take in consideration the other sites so we would do Skype meetings with senior employees.

For each job position we will research which skills a person needs to have to perform his duty and any training needed for that person to achieve those skills.

After reviewing the document with high management taking on consideration their feedback I would present it to the CEO and make it official the master file of the jobs and the training each people need to have in order to perform their tasks

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