A customer service manager ensures that all the needs of the clients are satisfied. For a company like Amazon, one can expect many customer inquiries given that the company sells all kind of products online.  The customer services employees must have the knowledge about these products. The Customer service manager is the overall leader of the customer service team (Breaugh, 2014).  This implies that he/she must have leadership qualities. The employee recruitment process should be done accurately using different tools and assessments to determine the right candidate.

There are legal considerations that Amazon should be aware of while recruiting for the customer service manager post. A major issue is gender wage discrimination. When making an offer to the suitable employee, the issue of gender should not be a determinant. All people should be treated equally (Williams, Schaffer & Ellis, 2013). Any discrimination based on color, race, disability, age and religion among others should not happen. In addition, the job advertisement should not give preference based on any of the above factors. All, the steps of the recruitment process should consider all the prohibited grounds of recruitment.

Recruiting Plan

Recruiting is the process of assessing, engaging and attracting talent for a position. The process involves the identification of qualifications and skills suitable for the position as well as the hiring team budgets and responsibilities. The recruiting process involves job analysis, talent sourcing, talent assessing and talent engagement. The process is important in that it ensures that the right employee is selected for the position.

To find the right candidate for the customer service manager position, some tools will be used. These include resumes, application forms, interviews and honesty tests. Resumes and application forms are important in that they are the initial tools used to collect information about potential recruits. Resumes present the different qualifications of the recruit. The resumes are controlled by the applicants and thus not structured in any way. Resumes present the applicant with the freedom of expressing oneself and highlighting their personal skills and experiences. Application forms are structured in specific way to collect specific information relevant to the position (Williams, Schaffer & Ellis, 2013). The reason why the application forms will be used together with the resumes is that the resume introduces inaccuracy and bias. This kind of bias and inaccuracy will not be present in the application form given that it is structured in a common way. Applicants can inflate the resume by including false information.

Another tool to be used is interviews. For a customer care manager position, the candidate must be able to interact well with the customers. Through an interview, it will be possible to determine the ideal candidate for the position. Honesty tests will also be administered to determine how honesty the applicants are in their resumes and application forms.

Selection plan

Staffing is the process of selecting and training individuals for their specific job functions. It is important to select the suitable candidate to prevent high employees’ turnover which is expensive. When employees live their employment, the whole process of recruitment is repeated which is time consuming and expensive. If the ideal candidate is not selected, he/she might decide to leave after a short period (Phillips & Gully, 2015). Though states such as attitude can be trained and change over time, traits is permanent and rarely change. Thus, staffing ensures that the right candidate with the right traits and states is selected.

In the recruitment of the customer service manager, some assessments will be used. The main assessment to be used is aptitude, ability and achievement tests (Breaugh, 2014). Aptitude shows how quickly one can be able to learn in the future. For any new employee, there is a lot to be learned. This is because organizations operate on different environments and situations.  In addition, there is always something to learn in any position. Thus, a manager should be quick to learn to be able manage the other employees. Aptitude tests measure the crystallized intelligence and fluid intelligence. Fluid intelligence is involved with reasoning and problem solving while the crystallized intelligence is involved in the capacity to learn from past situations (Phillips & Gully, 2015). Ability refers to what one can present at the present. The ability tests determines ones abilities especially the mental abilities. The achievement test focuses much on knowledge, abilities and skills which an individual has mastered over time. They ensure that the individual is ready to perform the tasks recruited for.

There are several interviewing techniques to be used. First, he applicants will have to take an online structured exam to showcase their knowledge about customer service in general. Those who pass the exam will be interviewed over the phone (Breaugh, 2014). This is because in a company like Amazon, you can expect most of the customers to make inquiries over the phone. Those who pass the pass the phone interview will be invited for a face to face interview.

The job specific questions for this position include

• Describe the approach you would take in training n a customer service representative
• Tell me about any customer service you have ever developed and implemented?
• How have you ever motivated your team into achieving the performance standards?
• How would you manage an underperforming staff?
• Tell me a customer service problem you have ever encountered and how you handled it?

By using the suitable tools and assessments, the recruitment process will determine the best candidate for the customer service manager position. The specific factors that are critical for the success in the position should be determined first.  With the factors determined, then the search for the candidate can start.

References

Breaugh, J. (2014, July). Employee recruitment. In Meeting the Challenge of Human Resource Management: A Communication Perspective (p. 29). Routledge.

Phillips, J. M., & Gully, S. M. (2015). Strategic staffing. Pearson.

Williams, K. Z., Schaffer, M. M., & Ellis, L. E. (2013). Legal risk in selection: An analysis of processes and tools. Journal of Business and Psychology, 28(4), 401-410.

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