You are the HR manager for a large call center at Putty Sports. This center responds to customer inquiries about new sporting goods equipment products they have purchased. There always was an increase in volume of incoming calls and sales during certain times of the year, which created a need for doubling the size of the workforce. These volume peaks usually occurred in the summer and around Christmas and it was possible to meet the needs by hiring students- during the summer or at the holiday breaks, or by bringing back ex-employees for short periods of time. But now business has been doing very well and they are busy virtually all of the time. There are still some slow months, but only September, February and April. As the company has grown, there has been a need to develop a more structured approach to legal compliance in a number of areas.
You have been hired to assist in this process. The company is very conscious of the high cost of doing business but wants to avoid unnecessary legal expenses or fines, especially in the governmental compliance arena.
As the HR manager, you are concerned with the exposure the company has in being discriminatory in the hiring process. With the heavy hiring demands at certain times of the year, you want to make sure the HR interviewers and the department managers know the proper legal way to ask questions.
Assume you are hiring for a general customer service representative position for the call center. Research what questions are legal and what questions are not. As you interview candidates, you will want to make sure they have the following:
â€¢Experience in the role of customer service and being responsive to the needs of customers in a cost-efficient way
â€¢Satisfactory language skills that can easily be understood
â€¢Dependable in being at work regularly, with minimal exceptions for child care issues
â€¢A desire to stay at the Putty Sports company for at least 5 years because you are not looking for people who plan to retire in 2â€“3 years
Prepare 10â€“15 questions covering the above points and others that you think are appropriate in screening candidates for this position.
Write an additional 1â€“2 paragraphs for your hiring managers on how you can judge whether or not certain questions are legal to ask.