Resource and Talent Planning: A Report on Teleperformance

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Resource and Talent Planning
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Part 1
Labour Market and Skills Analysis
Introduction
This assignment focus on the current trends in the labor market and how the work can be
done and the accomplishment of the task by the labor can be done. The organization that has
been chosen in the assignment is Teleperformance. Teleperformance is one of the
organizations that deal in providing the customers with the support related to the several
processes. This company deals in the 67 countries and is a multi-national company. This
company offers good pay to their labor or the employees. This is known as one of the best
things as it is a BPO industry. BPO stands for the business process outsourcing which means
that the business can be able to provide some support to the customers who are dealing with
the product of certain companies. Basically, the event organizer has its own support
providing department but it becomes quite a costly forte organization to provide the support
and deal with the queries of the customers related to the product and this is the reason that the
company has to outsource the process and tries to come up with the solution related to the
problems.
Types of Labour Requirements
The labors are the assets of an organization who accomplishes the main task and come up
with the solution related to the problem. In addition to this, the centers around the present
patterns in the work market and how the work should be possible and the achievement of the
assignment by the work should be possible. The association that has been picked in the task is
Teleperformance. Teleperformance is one of the association that bargains in furnishing the
clients with the help identified with the few procedures (Sanchez, 2016). This organization
bargains in the 67 nations and is a global organization. This organization offers decent pay to
their work or the representatives. This is known as a standout amongst the best things as it is
a BPO industry. BPO represents the business procedure re-appropriating which implies that
the business can probably give some help to the clients who are managing the result of
specific organizations. Fundamentally, the occasion coordinator has its very own help giving
office yet it turns out to be a significant exorbitant strength association to furnish the help and
manage the inquiries of the clients identified with the item and this is the reason that the
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organization needs to re-appropriate the procedure and endeavors to think of the arrangement
identified with the issues (Sanchez 2016).
It is necessary for an organization to focus on the requirements of the labors or the employees
and help them be motivated and encouraged. There shall be many ways implemented in an
organization which can be helpful in maintaining the encouragement and the work
environment in the organization so that the basic goals and objectives can be achieved in the
organization (Tambreger, 2016).
Analysis of the current market trends
The current market in the labor market is giving opportunities in the market for the
employees. Several startups have been initiated which has tried to decrease the
unemployment in the market and other things. The works are the benefits of an association
who achieves the principle assignment and think of the arrangement identified with the issue.
Moreover, the revolves around the present examples in the work market and how the work
should be conceivable and the accomplishment of the task by the work should be
conceivable. The affiliation that has been picked in the errand is Teleperformance.
Teleperformance is one of the affiliations that deals in outfitting the customers with the
assistance related to a couple of methodologies. This association deals in the 67 countries and
is a worldwide association. This association offers better than average pay to their work or
the delegates. This is known as a champion among the best things as it is a BPO industry.
BPO speaks to the business strategy re-appropriating which infers that the business can likely
give some assistance to the customers who are dealing with the consequence of explicit
associations (Yoshihara, 2018).
In a general sense, the event facilitator has its own one of a kind assistance giving office yet it
ends up being huge over the top quality relationship to outfit the assistance and deal with the
request of the customers related to the thing and this is the reason that the association needs
to re-fitting the strategy and tries to think about the game plan related to the issues. It is
essential for an association to concentrate on the prerequisites of the works or the
representatives and help them be spurred and empowered. There will be numerous ways
actualized in an association which can be useful in keeping up the support and the workplace
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in the association with the goal that the essential objectives and targets can be accomplished
in the association (Sanchez, 2016).
Explanation of different legislation while planning workforce
The workforce that is planned in an organization depends upon the needs and the
requirements of the organization and what kind of talent they require. The legislation will
also focus on the same thing, that how the encouragement can be done and how it could have
been managed. The present market in the work showcase is giving open doors in the market
for the representatives. A few new companies have been started which has attempted to
diminish the joblessness in the market and different things. The works are the advantages of
an affiliation who accomplishes the rule task and think about the game plan related to the
issue. Also, the spins around the present precedents in the work market and how the work
ought to be possible and the achievement of the errand by the work ought to be possible
(Ostbring, 2017). Teleperformance is one of the affiliations that bargains in equipping the
clients with the help identified with two or three approaches. This affiliation bargains in the
67 nations and is an overall affiliation. In a general sense, the occasion facilitator happens
own exceptional help giving office yet it winds up being tremendous super quality
relationship to equip the help and manage the solicitation of the clients identified with the
thing and this is the reason that the affiliation needs to re-fitting the methodology and
endeavors to consider the course of action identified with the issues. It is basic for a
relationship to focus on the requirements of the works or the delegates and help them be
impelled and engaged. There will be various ways actualized in an affiliation which can be
valuable in keeping up the help and the working environment in the endeavor with the
objective that the fundamental destinations and targets can be cultivated in the affiliation.
This affiliation rendezvoused to average pay to their work or the agents. This is known as a
hero among the best things as it is a BPO industry. BPO addresses the business system re-
appropriating which gathers that the business can almost certainly give some help to the
clients who are managing the outcome of express affiliations (Perrier, 2017).
Analysis of current and anticipated skills requirement
The skills that are required for the same organization is observant. One needs to be observant
and well developed in terms of maintaining and taking a conversation to a level where things
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can be sorted out and the solutions can be provided to the clients. Other than that, the
employees are also supposed to have a communication initiating skills and patience is
required a lot which makes them deal with the arrogance and anger issues of the clients in the
case if the clients are dissatisfied with the products (Ostbring, 2017).
The workforce that is arranged in an association relies on the necessities and the prerequisites
of the association and what sort of ability they require. The enactment will likewise
concentrate on something very similar, that how the consolation should be possible and how
it could have been overseen. The present market in the work exhibit is giving open entryways
in the market for the delegates. A couple of new organizations have been begun which has
endeavored to reduce the joblessness in the market and various things (Martynovich, 2018).
The works are the benefits of an association who achieves the standard errand and consider
the course of action identified with the issue. Additionally, the twists around the present
points of reference in the work market and how the work should be conceivable and the
accomplishment of the errand by the work should be conceivable. Teleperformance is one of
the affiliations that deals in outfitting the customers with the assistance related to a few
methodologies. This alliance deals in the 67 countries and is a general association. In a
general sense, the event facilitator happens claim extraordinary assistance giving office yet it
ends up being colossal overly quality relationship to prepare the assistance and deal with the
requesting of the customers related to the thing and this is the reason that the connection
needs to re-fitting the philosophy and tries to think about the strategy related to the issues
(Labas, 2018).
It is essential for a relationship to concentrate on the necessities of the works or the
representatives and help them be prompted and locked in. There will be different was
actualized in an association which can be profitable in keeping up the assistance and the
workplace in the undertaking with the target that the principal goals and targets can be
developed in the connection. This connection rendezvoused to average pay to their work or
the operators. This is known as a legend among the best things as it is a BPO industry. BPO
addresses the business framework re-appropriating which assembles that the business can
more likely than not give some assistance to the customers who are dealing with the result of
express affiliations (Irudhayaraj, 2015).
Comparison of the trend with other companies
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The labor market and handling skills depend and vary from company to company. In
Teleperformance, there are certain clause made which can be in favor of the employees as
well and another person as well. The clause has been made in such a way that justice can
happen to the people who are right at the time if any problem occurs. Other than that, the
other company which has just started can also have its own clause. Therefore, it depends on
company to company (Greve, 2017). The abilities that are required for a similar association is
attentive. One should be perceptive and very much created as far as keeping up and taking a
discussion to a dimension where things can be dealt with and the arrangements can be given
to the customers. Other than that, the representatives are additionally expected to have a
correspondence starting abilities and persistence is required a ton which makes them manage
the haughtiness and outrage issues of the customers for the situation if the customers are
disappointed with the items. The workforce that is masterminded in an affiliation depends on
the necessities and the essentials of the affiliation and what kind of capacity they require
(Efstathiou, 2016).
Part 2
Recruitment and Selection Department
The recruitment is the method of attracting as well as finding the probable assets for filling up
of the available position within the organization. Therefore the process of recruitment used to
sources the candidates through their attitudes and capabilities that are needed for achieving
the aims of the organizations. Moreover, the procedure of recruitment is about recognizing
the vacancy of the jobs thereby assessing the requirements of the job, screening, reviewing of
the applications, selecting and also of the shortlisting of the right candidates (Abraham et al.,
2015). Furthermore, it has been observed that the selection of the right applicant for the
vacant place within the organization would be considered to be as the valuable asset that
would further aid the organization in fulfilling the objectives. Furthermore, the selection is
referred to as the choose or picking of the right candidate who is idealized to be as a suitable
one for the available job place within the organization. Hence selection could be explained as
the procedure of interview the applicants and thereby evaluate their virtues that are needed
for the particular occupation.
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The recruitment process consists of the following steps which would help in the recruitment
of the desired candidates. The recruitment planning is considered to be as the initial pace of
the procedure of recruitment where the available position is assessed and described. The
second pace of the recruitment procedure is the development of the strategy where the
strategy has been made so as to hire the resources. Moreover, at this stage, the HR team
considers the types of recruitment as well as the geographical locations (Ekwoaba et al.,
2015). The searching for the candidate is the next procedure in which the organization
provides the necessary advertisements so as to attract possible job seekers for the vacancies.
After this, the screening or the shortlisting has been done the reviewing of the applicant's
resumes are carried out and also the conduction of the video interview, as well as the
telephonic one, is done. Lastly, in the evaluation and the control method, the validity and also
the effectiveness of the procedures are assessed.
Figure: Recruitment Process
Source: (Ekwoaba et al., 2015)
The selection procedure consists of the following phases therefore in the interview process of
the employees the one-on-one session used to be conducted in order to know the candidate in
a better way. The next phase is the checking of the references in which the verification of the
qualifications and also the experiences of the applicants has been checked and thus it helps
the interviewer to comprehend the approach, conduct, and behavior of the applicant (Jeske
and Shultz, 2016). Furthermore in the medical examination process, the mental, as well as the
physical fitness of the applicants, are checked and lastly, in the final selection the applicant's
qualities have been proved and thus the appointment letter has been issued to them.
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Figure: Selection Process
Source: (Jeske and Shultz, 2016)
However in context to the selected organization namely the Teleperformer it has been found
that it is an omnichannel organization which is situated in France and this organization is
specialized in outsourcing of the omnichannel consumer experience management which is
also referred to as the business process outsourcing. Therefore the two different job
requirements for this organization so as to fulfill the requirements of the labor market is that
of customer care professionals and licensed health insurance professionals. Hence the
customer care professional job is the one where the employee would be responsible to
address the questions and inquiries of the consumers thereby providing efficient consumer
service at any time (Nikolaou, 2014). Should focus on resolving the problem at the first call
and must follow up with the consumer inquiries through taking off the particular action in a
timely manner. Thus in order to apply for this job the applicant must bring previous one-year
consumer service experience certificate, the applicant should be 18 years of age, the applicant
should be high school graduate and must possess the good communication and written skills.
In addition, the applicant must possess the capability to work under pressure and must
possess a keen sense of taking the initiative. On the other hand, the applicant must possess a
greater level of professionalism and should know how to use the Windows operating systems.
The licensed health insurance professionals are the licensed agents with 218, 215 or 240. The
individuals who worked for this are basically the client-centric and capable of working in
fast-paced environments so as to achieve performance expectations. Furthermore in this
profession, one needs to know how to answer the inbound and initiate the outbound
telephonic calls. The professionals use to track the non-positive and also the positive results
of the call so as to develop the effectual rebuttals and also in recognizing the best practices.
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Thus in order to apply for this job post, the applicant should bring a one-year consumer
service experience letter (Stanujkic et al., 2015). The applicant should possess prior long term
work history and should also be 18 years old. Must possess the knowledge of using the
hardware and software system and should be excellent of the negotiation skills. The applicant
should also possess effective listening skills and must know in recognizing the issues. In
addition, the applicant must be the school graduate and should be multitasker that is the
capability to talk and type. Furthermore, the applicant must possess a strong knowledge of the
product, rebuttal skills, and sales techniques.
Therefore in order to improve the documents and process, the Teleperformance organization
must provide particular and useful information regarding the open roles. Hence at the time of
listing of the job duties, the organization should mention regarding the criteria of the new
hiring which would undertake. Furthermore the organisation should clearly mention about the
roles they are especially hiring for and must be clear as well as inclusive about the languages
the organization is utilizing at the time of providing advertisements for their job opening on
various platforms which include the social media platform and the basic one (Swider et al.,
2015).
Part 3
Human Resource Lifecycle
The human resource life cycle is also referred to as the employee life cycle within the human
resource management which demonstrates about the various stages of the time of the
employees in the specific organization and also the role played by the department of the
human resources at every stage. However, like various other areas of the business as well as
life human resource consists of the specific life cycle. Therefore it has been noticed that this
human resource life cycle consists of the stages in which the employees go through.
Moreover, every stage of the human resource life cycle possess its own opportunities,
challenges and also the advantages (Cascio, 2015). Thus in context to the Teleperformance,
the human resource lifecycle must consist of the five distinct stages at the time of the
employment within this organization. The stages are education, recruitment, motivation,
celebration, and evaluation.
Recruitment- As the human resource recruitment manager of the Teleperformance
organization one needs to focus on expanding the business and hence it begins with the hiring
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of the correct applicants or individuals. Moreover, the correct form of the hiring decision as
the HR recruitment manager would be beneficial for the rise in productivity, turnover and
also growth. Therefore so as to achieve this stage the HR department requires to develop the
strategic staffing plan which consists of comprehending of the positions that require to be
filled and also the strategy for attracting the best of applicants (Hecklau et al., 2016). In
addition, the HR department of Teleperformance should assess the benefits and the
compensation packages in order to see that it is competitive enough for attracting the best
talent or not. On the other hand, the HR department of Teleperformance must create an
interview protocol that should consist of the written tests and interview that concentrates on
the problem-solving tactics of the applicants and active listening.
Education- Being the human resource recruitment manager in the Teleperformance one
needs to focus on the education procedure from the moment the employees begins with their
new positions. Therefore it is the role of the HR department to let them know about their role
within the organization, expectations as well s responsibilities. Thus the human resource
department must communicate appropriately with the new employees so that they get to
know about the values and culture of Teleperformance. Furthermore, the HR department
must provide training to the new hires until the time they completely get to know about the
responsibilities and duties regarding their job (Armstrong and Taylor, 2014). Apart from this
introducing of the new hires to the other staffs within the organization must be done so that
they could get support for their transition and also feel more connected to the organization.
Motivation- It is said that the leaders must concentrate on developing bonds with the staffs
and employees from the very beginning after the hiring of the employees so as to retain them
for the longest time. Therefore in doing so the human resource department of
Teleperformance must concentrate on effectively motivate the new hires within the
organization. Hence the human resource department must keep the staffs and the employees
engaged by making them perform at the greater level thereby showing the commitment for
the organization (Bal and de Jong, 2017). On the other hand, the HR department of
Teleperformance should focus on providing reasons to the new hires of the staffs and
employees to stay motivated within the organization by means of providing facilities, better
compensation and also other opportunities for their growth. In addition, the HR department of
Teleperformance might provide recognition to those staffs who perform at a greater level and
must also appreciate their contribution to making the business to achieve the objectives.
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Evaluation- The procedure of evaluation in the human resource lifecycle allows the
supervisor to measure and also evaluate the performance of the staffs and employees. Hence
the human resource department of the Teleperformance organization must implement the
process of evaluation within the organization so as to help the employees to perform better in
the future. However, the reviews of the measures provide the leaders about the metrics of
every employee's performance and thereby aids in determining that if he or she is the
appropriate one for getting fit for the job or not. Thus the HR department of Teleperformance
must concentrate on conducting the performance conversation with the staffs and the
employees depend on the facts (Kavanagh and Johnson, 2017). In addition, it is the role of
the HR department of Teleperformance to spend more time with the new hires on discovering
them about the good job they had to perform for the organization instead of criticizing them
on the regular note. If they're found to be low at the performance level of the staffs and
employees then the professional development and also appropriate training must be provided
to them by the HR department so as to assists the staffs and the employees to fulfill their
goals and also perform better within the organization. On the other hand, the human resource
department of the Teleperformance should also concentrate on evaluating of the staffs and
employees by the offering of the constructive feedback on the regular note (Fisher et al.,
2016). Thus through this way, the performance level of the staffs and employees would be
maintained in an effective manner.
Celebration- This is considered to be as the last or final stage of the human resource life
cycle as it provides the opportunity to the human resource recruitment manager in re-
energizing the staffs and the employees by thanking them for their hard work for the
organization. however it the staffs and the employees who must be considered as the asset as
they identify the significant milestones of the organization. Hence the HR department of
Teleperformance must be grateful enough to the staffs and employees by appreciating and
also providing them various benefits like the gift cards, flexible working schedules as well as
extra paid time off (Fisher et al., 2016). Through this way, the organization and also the
business would find the greater way for inspiring the workforce and also in making them feel
empowered by providing a sense of ownership.
Conclusion and recommendation
In order to conclude, this task centers around the present patterns in the work market and how
the work should be possible and the achievement of the undertaking by the work should be
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possible. The association that has been picked in the task is Teleperformance.
Teleperformance is one of the association that bargains in giving the clients the help
identified with the few procedures. This organization bargains in the 67 nations and is a
global organization. This organization offers decent pay to their work or the representatives.
This is known as a standout amongst the best things as it is a BPO industry. The order will in
like manner focus on something fundamentally the same as that how the reassurance should
be conceivable and how it could have been supervised. The present market in the work show
is giving open doors in the market for the representatives. Several new associations have been
started which has attempted to decrease the joblessness in the market and different things.
The works are the advantages of an affiliation who accomplishes the standard errand and
think about the strategy related to the issue.
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