Amazon is a reputable global organization that helps customers to transact online. Upon its launch, Amazon is involved in ecommerce, particularly selling of books, furniture, electronics, toys, apparel, software, and jewelry, among others. This online retail operates in different international markets, such as in the U.S., Ireland, U.K, India, Mexico, Germany, Canada, Italy, Japan, China, France, Brazil, Netherlands, and other Southeast Asian nations. According to the case study, Amazon plans on recruiting 7,000 workers for its U.S. operations. The 7,000 employees include warehouse supervisors, customer service managers, and delivery representatives. Considering that the organization looks forward to enrolling an additional 2,000 employees in the customer service department, this qualifies it as a suitable position for application. In its overall recruiting process, Amazon ought to focus on the specific procedures, which entails recruiting and staffing (Phillips & Gully, 2015). In relation to this, the paper will expound on the recruitment and staffing plan for customer service managers. Additionally, the paper will also explain the legal consideration that Amazon has to observe for guaranteed effective hiring. The paper will also focus on the assessment and interview process. Overall, the recruitment process is a cumbersome process, and Amazon ought to focus on the recruitment, staffing, legal requirement, assessment techniques, and the interview process to make sure that it selects the best candidate for these 7,000 positions.
The Legal Landscape
The legal landscape in any recruitment process requires that the pertinent organization is knowledgeable about employees’ rights and how to protect them. In Amazon’s context, the primary objective is to realize that employees have their rights, and the United States Department of Labor is responsible for protecting them. The role of this department is to make sure that it administers and enforces federal laws that protect workers across the U.S. The Fair Labor Standards Act is also vital in the recruitment of new employees since it dictates about standard wages for employees in different departments. Workplace Safety and Health is also vital in the recruitment process since it requires that the workplace provides employees with an environment free from hazards (Landy, 2005). Therefore, in the recruitment process, Amazon ought to be aware of these legal regulations and ensure they are implemented accordingly.
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Recruiting Plan
Recruitment and Its Importance
Recruitment refers to the procedures applicable in finding and hiring candidates suitable for a particular position in an organization. This process is vital since it involves attraction, selection, and appointment of employees that are best qualified for the pertinent position. In Amazon’s case, the recruitment process describes the process of enrolling suitable candidates for customer service management positions (Cable, 2013). The process, basically, involves hiring the most qualified individuals within and outside the organization. The effectiveness in this process is dependent on attracting the right employees, screening them for the suitability, as well as hiring and integrating them into the respective positions. The recruitment process is, therefore, important in Amazon’s hiring of new employees since it involves acquiring and testing the best candidates for customer service management positions. Besides, highly qualified workers are indispensable because of their role in an organization, particularly helping it to achieve the stipulated objectives and goals.
The Tools Utilized To Find Candidates
In the recruitment process, there are tools necessary for finding the right candidates. In finding suitable workers for customer service management, Amazon will have to employ these tools since they help it pool the best employees for that particular position. The first tool in this process is the advertisement. Advertisement is crucial in the hiring process since it assists an organization in reaching out to a large number of potential employees to fill the vacant positions (Johnson, 2019). Another crucial tool in the recruitment process is the personal recommendation. This tool entails an individual giving a description of an individual they think is suitable for the particular job position based on their past interaction with them. The other tool suitable for the recruitment process in Amazon is for the employer to look at uploaded CVs in online platforms, such as LinkedIn. In this site, people upload their CV, which details their qualifications and suitability to a particular job position. In the modern-day world, the ultimate tool in the recruitment process is to use different social media platforms for advertising job vacancies. The importance of this tool is that, unlike traditional advertisement mediums, it is cheap and easier to reach out to a huge number of potential workers.
A Selection Plan for the Position
Staffing and Its Importance
Staffing refers to the procedures used in acquiring, retaining, and deploying workers in an organization. The importance of staffing is apparent in that it is a crucial feature in the management process. In Amazon, the staffing process entails employing the right people into the customer service department, through the proper selection and development of workers (Oswaal Editorial Board, 2019). Thus, staffing is important to this organization since it helps with the development of human capital, facilitating leadership, enhanced control, motivating workers, and increasing overall efficiency. If staffing is done right, there is the surety that Amazon will manage to treat its workers as important assets and will invest in them to increase productivity. The same applies to the issue of facilitated leadership, enhanced control, and increased efficiency since Amazon will have to make sure that it works towards maximization of its objective by working with employees to better its management process.
Assessments Used
The assessment process will involve scrutinizing potential employees for their suitability to specific positions. Amazon is already among the most reputable international organization, and it invests heavily in actualizing its dreams, and this is replicated in its acquisition of best employees (Bunting, 2007). By employing the KSA model, Amazon ought to use assessment tools that examine workers’ cognitive ability, personality, job knowledge, and integrity. The cognitive assessment test will help to measure the mental ability of these candidates, specifically their reasoning and approach to handling things. The job knowledge test will also help in assessing workers’ knowledge of their role in a specific job position. The personality test will help assess the candidates’ relevance and suitability to the position of customer service manager. Finally, the integrity test will examine candidates’ honesty, attitude, trustworthiness, and dependability in helping Amazon achieve its objectives.
Types of Interviewing Techniques That Will Be Used
The interviewing process will first involve a telephone call to the shortlisted individuals. This will help assess potential employees in terms of their clarity, voice modulation, and proficiency. Once individuals succeed in passing this test, an interview should be arranged for a deep examination of their ability to handle the tasks in the customer service department. A panel interview is a more detailed interview process since it will critically analyze candidates’ ability to fit into the open positions (Bunting, 2007). For instance, this process will involve having structured and unstructured interview questions. Structured questions will help examine the information indicated by candidates in their CVs. On the other hand, unstructured questions will help elaborate potential employees’ experience and knowledge of the particular job position.
Job-Specific Interview Questions
The interview questions need to start by giving the candidate the chance to tell the panelists who they are and advance further to explore their knowledge of the job (Bunting, 2007). Therefore, the specific interview questions will be:
Can you briefly tell us about yourself?
Why do you think you are a suitable candidate for the position of customer service management?
Have you ever had a situation that needed you to resolve a customer issue, and how did you resolve it?
According to you, did you manage to make an impact in your past employment, and what makes you think so?
What types of customer service systems have you used in the past, and how successful were they?
Conclusion
Evidently, the recruitment process is such a detailed process. Thus, if Amazon is to succeed in recruiting the most suitable employees for the position of customer service management, it needs to pay attention to issues such as the legal landscape to help it make sure that it observes all legal requirements. Additionally, there is the need to ensure that its recruitment and staffing process is thorough in helping make sure that the best candidate is chosen. This will also be made possible by having the right assessment tool and interview techniques.
References
Bunting, S. (2007). The interviewer's handbook: Successful interviewing techniques for the workplace . Kogan Page Publishers.
Cable, D. M. (2013). The Oxford handbook of recruitment . Oxford University Press.
Johnson, J. A. (2019). Essentials of managing public health organizations eBook . Jones & Bartlett Learning.
Landy, F. J. (2005). Employment discrimination litigation: Behavioral, quantitative, and legal perspectives . John Wiley & Sons.
Oswaal Editorial Board. (2019). Oswaal ISC sample question papers class 12 commerce (For 2020 exam) . Oswaal Books.
Phillips, J. M., & Gully, S. M. (2015). Strategic staffing . Pearson Higher Ed.
