Posted: November 26th, 2015

Strategic Plan for Human Resource

Strategic Plan for Human Resource

In this case study, your team will assume the role of the Senior Strategic

Management Team and you have the responsibility to design, develop, and implement

the strategic plan to staff several call centers in different locations. You are

required to develop job descriptions for a few additional positions, exempt and

non-exempt, needed for the additional call center locations. You may use O*Net or

other reliable resources to locate and use established job descriptions, which

match the positions you are trying to fill at the call center locations.

Read and fully understand the assumptions stated in the case. The assumptions are

provided to help you understand the problem. One of the first steps is to fully

understand and be able to articulate the problem you are trying to solve in this

case. To help your team get started, there is a list, but not an exhaustive list,

of salient questions you ought to consider, which will help you stay on track when

working on the case.

OVERVIEW

You are the senior human resource professional in a company and part of the senior

strategic management team. The company is a service company that operates five

teleprofit centers of 300 representatives each in the following Florida cities:

Jacksonville, Orlando, Gainesville, Tampa, and Miami. The CEO has asked the senior

strategic team to develop a HR plan that will allow the company to grow by two more

teleprofit centers, which will be located in Jacksonville, Florida.

Considering turnover, length of training, hiring success and learning curve for new

employeesdevelop a reasonable “hire ahead” plan, which keeps newly trained

employees ready to take the place of employees who leave or are promoted to other

positions. The “hire ahead” plan must allow no more than 3% of the employee base in

each of the new teleprofit centers to consist of newly trained employees.

The following factors should be considered while developing the plan:

• There is a human resource budget of $3.5M.

• From the HR Budget, $200K will be dedicated for recruiting and selection.

• Recruiting costs will increase by 30%, but the HR budget will not increase.

• Recruiting will be conducted through Monster, CareerBuilder, Sologig, and in

various print publications in the listed cities.

• There will be 4500 applications received per month from the recruiting efforts.

• Average turnover of the teleprofit representatives in the company is 7% per

month.

• Average turnover of the teleprofit representatives in Jacksonville is 5% per

month.

• New representatives receive two weeks of training in the classroom and two weeks

of “side-by-side” training before they are on their own.

• All trainer positions are exempt.

• It takes nine months for a representative to be considered “fully trained”.

COMPLETE THE FOLOWING

1.      Background check- coordinated by a human resource assistant using a third

party contracted provider- cost of $25 per applicant; 60% will have a successful

background check and will be submitted to a credit check

2.      Credit check- conducted by a human resource assistant-cost of $35 per

applicant; 60% will fail the credit check.

3.      How does this current hiring process affect the successful filling of

current position vacancies?

4.      What process changes can be made to help your budget concerns?

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