She has additional duties that include substituting when a campaign manager is absent. The campaign manager’s position is a direct supervision job supervising up to twenty people at a time. Her company compensates her with $52,000 per year, full medical and dental coverage, employee stock option plan, and death and disability insurance. She also receives commissions on products she sells while substituting for campaign managers. Kested spends most of her time as benefits administrator for her satellite site. She also processes applications for employment, interviews candidates, and matches candidates with job positions available. Due to the nature of the call center industry turnover is high and is on the top of Ms. Kested’s list to correct. She sees her position as a ‘job matcher’ putting the right people in the right places. Good job matching has lowered the turnover rate at her satellite location.Time management is a big issue with Ms. She says “there are just not enough hours in the day to accomplish all that needs to be done.” She manages her time using a time-line calendar for projects, setting specific hours for interviewing potential candidates, and setting specific hours for employee appointments. She also has dedicated time to answer messages and make calls. Kested spends about ten hours a day at her job and enforces a “no weekend hours” policy unless the “place is burning down”. She values time with her family and balances work and family for that reason.Communication is a key to success for Human Resource Managers. Kested uses everything available to keep open lines of communication with the main office, call center manager, campaign managers, and CSR’s (call center representatives). She uses email, telephone, and the company’s website to keep everyone up to date on human resource issues. She strives to answer questions, return calls, and answer emails within 24 hours of receipt.As stated earlier, a big part of Ms. Kested’s job is matching people with jobs. She receives applications for employment daily, and because of high turnover, interviews potential CSR’s daily. Kested also deals with disgruntled employees and managers. She functions as ‘problem solver’ sometimes handling problems that have nothing to do with human resources management. Kested sees her job as
American Psychological Association (2001). Publication manual of the American Psychological Association (5th ed.). Washington, DC: American Psychological Association.
Kested, Kate. Human Resource Manager, Interactive Teleservices Call Center Operations. ITC Corporation. Home Office: New Philadelphia, Ohio
Society for Human Resource Management. 2007. HR Knowledge Center. HR Basics. Retrieved November 8, 2007 from http://www.shrm.org/hrresources/basic_published
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