Resourcing Talent Assignment: Recruitment and Selection Methods

This report analyzes various aspects of resourcing talent, focusing on the recruitment and selection of a call center operator. It outlines three recruitment methods (publication, databases, and recruiters) and their applications, along with three selection methods (ability tests, personality tests, and mock calls) and when they should be employed. The report includes a detailed job description, a person specification outlining essential and desirable criteria, and a sample advertisement. Furthermore, it provides a list of criteria for shortlisting candidates. The document references relevant academic sources to support its analysis of the recruitment and selection process, offering a comprehensive overview of talent acquisition strategies.

Running head: RESOURCING TALENT
RESOURCING TALENT
Name of the Student
Name of the University
Author Note

1RESOURCING TALENT
Table of Contents
Three different recruitment methods that can be used and when can it be applied.........................2
Three different selection methods that can be used, and when can it be applied............................2
Job description for this role.............................................................................................................3
A person specification for this role..................................................................................................3
Advertisement..................................................................................................................................4
List of criteria to short list an individual.........................................................................................4

2RESOURCING TALENT
Three different recruitment methods that can be used and when can it be
applied
The three recruitment methods that can be used to hire employees are publication,
databases and recruiters. Publication is considered to be a common practice where organisations
will publish the jobs that are available in open forum like the official website of the company.
Databases is the method of employment inquiries and accepting applications through
employment websites. The other method is recruiters where organisations come to know about
different candidates or recommended by the external recruiters whose business is to discover
talent and maintain huge networks of relationship.
These can be applied at any given point of time and when there is no vacancy in the
organisation then this detail can be updated in their websites and employment websites. External
recruiters also need to be informed when there is no vacancy.
Three different selection methods that can be used, and when can it be applied
In order to select employees as a Call Center Operator three different selection methods
needs to be used like ability tests, personality test and by conducting mock calls.
The ability test will help in understand and get to know the employee directly. This will
tell the ability of the person as to how the person will suitable for the position and the duties he
or she needs to look after (Ryan, and Ployhart 2014). This will help in assessing the mental
abilities like reading ability, reasoning and verbal ability.
The personality test will help in assessing specific traits like leadership, behavior and
many more that will help in the growth and development of the individual (Kinnunen and
Parviainen 2016).

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To become a call center operator one needs to know how to talk and answer to customers first
thus mock calls can be conducted to check the fluency and the competency of the employee.
These methods need to be done after short listing potential candidates.
Job description for this role
Responsibilities and duties:
 Listen properly to the customer and determine the requirements
 Resolves issues by clarifying information like providing information, researching and
locating
 Attains customer satisfaction
 Maintains a database by entering necessary information
 Maintain customer privacy
 Ensures productivity of the team members
 Maintaining daily operation
 Enhances reputation of the organisation by taking ownership for fulfilling various and
new requests and explore opportunities in order to add value to the accomplishments of
the job.
A person specification for this role
Essential criteria Desirable criteria
Skills and abilities  Excellent verbal
communication
 Attention to
information and detail
Should know and understand
principles and criteria related to
data protection

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 Positive attitude
 Self-confidence
 Leadership quality
 Flexibility
 Good at using internet
 Listening skills
 Basic computer skills
 Maintain a
conversation
Experience Minimum 2 years of experience
as a call center agent
Experience in the public sector
Qualification  GCSE English or
equivalent grade C or
above
 GCSE Maths or
equivalent grade C or
above
Personal qualities  Work under pressure
 Understanding
 High grasping power
 Positive behavior
Advertisement
XYZ company looking for dynamic individuals to work as a Call Center Operator in the
customer relations department. Great perks and facilities, flexible work shift. Job opening.
The advertisement will be posted in the company website, employment websites and on
social media platforms.
List of criteria to short list an individual
The list of criteria I would assess to short list a potential candidate will be the following:

5RESOURCING TALENT
 Listen properly to the customer and determine the requirements
 Maintain customer privacy
 Enhances reputation of the organisation by taking ownership for fulfilling various and
new requests and explore opportunities in order to add value to the accomplishments of
the job.
 Attains customer satisfaction
 Excellent verbal communication
 Listening skills
 Self-confidence
 Qualification must be GCSE English or equivalent grade C or above.

6RESOURCING TALENT
Reference
Kinnunen, T. and Parviainen, J., 2016. Feeling the right personality. Recruitment consultants’
affective decision making in interviews with employee candidates. Nordic Journal of Working
Life Studies, 6(3), pp.5-21.
Ryan, A.M. and Ployhart, R.E., 2014. A century of selection. Annual review of psychology, 65,
pp.693-717.