Talent Acquisition Deck

Step 1: Identify the Needs for the Position

• Study Job Description (JD)

*Scope and responsibilities

*Working set up and schedule

*Minimum qualifications and competencies

• Know the Turn Around Time (TAT)

*Support positions (Internal)- 1 week

*Support positions (External- Easy)- 2 weeks

*Support positions (External- Hard)- 1 month

*Chat Support Representative- 2 to 3 days

• Communicate with Hiring Manager/s (HM) for additional qualifications

Main Sourcing Platforms

Jobstreet

Indeed

Facebook

Slack

LinkedIn

Kalibrr

Screening

Step 3: Screening

Presenting data

• Age Range: 20 to 34 years old

• Work experience: With previous work experience is preferred but not required

• Preferred experience: BPO, Academe, Marketing (LOBs that require good communication skills and people skills)

• Location: Metro Manila residents are highly preferred

• Education: College Undergraduate or College Graduate

• CV must be free from any grammatical, spelling, or punctuation errors

Applicant Tracking Sheet

• Always keep your trackers updated and neat

https://docs.google.com/spreadsheets/d/10sQojlrY1Xblp4sFsH-XsEzF1ycTEU80GKdtBzMi2gA/edit#gid=0

Applicant Tracking Sheet

Send invite

Step 4: Selection Process

For Support Roles (External)

Initial Interview>Final Interview

For Support Roles (Internal)

Initial Interview> Assessment> Final Interview

For Chat Support Role

Assessment> Final Interview

Initial Interview

*For support roles, follow HR Interview Template:

https://docs.google.com/document/d/157EUQxOea2eHITNn4-wlvYc-KM7NCuTw/edit

Chat Support Representative Interview Flow and Sample Questions:

1. Establish rapport

*How do you want me to call you? How are you doing today?

*Can you tell me something unique about yourself? What do you usually do on your free time?

*What are your thoughts about the nature of the account?

*How was your experience when you took the assessment?

*What are your thoughts on the assessment?

*Have you tried using dating sites before?

2. Cross check information declared in CV

*Walk me through your resume. How many employers have you been with?

*If employed (What are your reasons for resigning?)

*If first time job seeker/fresh graduate (Why do you want to join the BPO industry?)

*Ask about educational background (Do you have any plans to pursue a career in line with your finished course, Any plans to go back to school?)

*Probe on employment gaps (What kept you busy while unemployed? Are you engaged in part time jobs or businesses? Are you freelancing?

3. Ask Behavioral and Situational Questions:

* Have you had attendance issues before? Say, tardiness or absenteeism?

*Given the non conventional nature of our LOB and sensitivity of the content which you will be exposed to, do you think this would cause any issues with your partner or family?

*If applicant is a mother (Who will take care of your kid/s if ever you land on a full time job?)

*What's your take on the word "confidentiality"?

*What kind of person are you in a group environment?

*How do usually handle conflicts in general? Say, problems with your workmates or immediate superior?

*Among all of the people you worked with, who do you admire the most and why?

*What do you think is the most critical piece of feedback that you have received so far?

*What are the factors that can make you stay or leave a company?

*How do you plan on meeting quotas or metrics?

4. Check for amenability to working conditions and offer

*Are you willing to work on site in Upper Mckinley, BGC?

*How long is your travel time going to be? (Do you plan on making the commute everyday or do you consider relocation?)

*Are you amenable to work on weekends, holidays, and even 1 to 2 hours of mandatory OT if needed?

*How much is your previous salary?

*How much is youe expected salary?

*When will you be available for employment?

*Do you have your government numbers and corresponding documents on hand? (either a copy of the form or ID will do)

*Do you have any medical condition that you need to disclose?

List of Assessments for Chat Support

Assessment Platform: TestGorilla

• Pre-Assessment Questionnaire
• Chat Assessment (simulation)
• English Proficiency (C1- Intermediate level)
• Reading Comprehension
• Motivation

Scoring criteria:

• Must score atleast 60% on EP (no exceptions)
• Must have overall score of 70% (can be waived as long as chats are okay)

Scoring criteria for chat assessment:

• Must be appropriate and in line with user's previous reply
• Must have good sentence construction and grammar
• Minor lapses in capitalization, spelling, and punctuation are okay