Introduction
Like many other companies in the e-commerce business, Amazon relies on the scale of its operations for profits. Recently, the company has announced that it would hire 7,000 workers to support its operations in the U.S. (Isidore, 2013). In order to manage the quality of service as part of the expansion, Amazon would need to hire more Customer Service Managers. Hence, the position selected for the assignment is Customer Service Manager. The paper will define the legal landscape of hiring for this position, including specific legal considerations. Next, the paper will detail a recruitment plan and a selection plan, including the tools and strategies to be used. Overall, the text will show that there are many important considerations relating to hiring Customer Service Managers, and focusing on them will help Amazon to improve the quality of its workforce and ensure legal compliance.
Legal Landscape
There are various laws and regulations in the United States that shape hiring and human resource management. For example, Amazon will have to comply with the Fair Labor Standards Act (FSLA), which sets out the requirements for minimum wage and overtime pay (U.S. Department of Labor, 2020). Additionally, the company will need to follow the health and safety standards outlined in the Occupational Safety and Health Act (OSH) by conducting appropriate training and evaluating its workplaces, including warehouses, for the presence of hazards (U.S. DOL, 2020). Lastly, Amazon will need to comply with the requirements of the Employee Retirement Income Security Act (ERISA), which stipulates disclosure and reporting requirements, pension plans, and related considerations (U.S. DOL, 2020). Following these acts, as well as any applicable state regulations, is essential for ensuring legal compliance and avoiding sanctions.
Recruiting Plan
Definition and Importance
Recruitment is a crucial process for any organization as it assists businesses in developing their workforces. Recruitment is defined as the process of sourcing applicants and encouraging them to apply for positions in a company (Gish, n.d.). Through high-quality recruitment practices, the organization can enhance the quality of its workforce by attracting experienced and competent employees.
Search Tools
There are several tools that Amazon could apply to search for employees. First of all, the organization could publish job openings on career websites, such as Indeed. These websites are popular among people from various occupations, and most people start their job search there. Therefore, advertising the position of Customer Service Manager on these websites will draw more applicants to Amazon, thus enabling the company to select the best candidates from a broader pool of applications.
Secondly, Amazon could also advertise the vacancy on its website, thus allowing any visitor to see the job opening. While not all customers may be interested in working for Amazon, this strategy would ensure that applicants who send their CVs have some prior experience with and knowledge of the company, which would positively impact their performance.
Another potential tool for Amazon is social media platforms. Many companies advertise their job openings on social media because it allows them to access young talents that could be developed and trained to the company’s needs. Because customers who purchase online also tend to be younger, social media is an excellent tool for sourcing Customer Service Managers.
Selection Plan
Staffing Definition and Importance
After attracting potential candidates to the company, it would be essential for Amazon to select the best applicants. Staffing is the process of hiring eligible applicants, usually based on evaluations of their skills, knowledge, and experience (Gish, n.d.). Developing a staffing plan is thus essential to building a capable workforce. Assessments in staffing the Customer Service Manager position, Amazon should focus on skill-based assessments. There is a wide variety of tests in customer service, communication, leadership, and collaboration skills available in scholarly literature. Applying them to the process of staffing will assist Amazon in selecting the most effective candidates for the position.
Interviewing Techniques
Two types of interviews would be of great use to Amazon in staffing the Customer Service Manager job opening. Firstly, group interviews should be used because they help to identify the applicants who demonstrate superior leadership, communication, and collaboration skills while also making the process of interviewing more cost-effective. Secondly, individual, face-to-face interviews should also be used, as they would allow learning more about the applicant, understanding whether or not they can manage stress well, and clarifying details of the job to ensure person-job fit. Combining the two types of interviewing in a sequence will make the process of selecting the right candidates smoother and more efficient. The five job-specific interview questions that should be asked during individual interviews are as follows:
- What is your experience in customer service?
- Why do you think you are suited for the position of Customer Serve Manager?
- How can you benefit the company in the position of a Customer Service Manager?
- What skills or competencies will you develop while working in this position?
- What are some of the challenges that you anticipate in this position, and how will you manage them?
Conclusion
Overall, it is essential for Amazon to take into account legal requirements, applicant skills and competencies, and various search strategies while recruiting and staffing the position of a Customer Service Manager. The plans described above will assist the company in attracting promising candidates and selecting the ones who fit the company’s needs best. As a result of following these plans, Amazon will be able to develop its customer service further, thus ensuring its continued popularity with customers.
References
- Gish, W. (n.d.). Recruitment staffing process. Chron Small Business. Web.
- Isidore, C. (2013). Amazon is hiring 7,000 workers. CNN Business. Web.
- U.S. Department of Labor. (2020). Summary of the major laws of the Department of Labor. Web.