Hrm500

Modern technology has been a positive thing for our company. Our business has increased significantly due to internet sales. We provide high-quality products and services and we pride ourselves on that. Our customer service is top notch and we rely heavily on the folks that work in those positions. We are in need of additional staff to accommodate the increased workload. We have advertised vacancies for a Customer Service Representative but have been unable to find qualified people to fill the role. We have determined that Human Resources need to perform a job analysis to determine the appropriate skill set needed to fill the position. Our success is dependent on our folks in customer service as they are typically a consumers’ first contact. Our goal is to employ top quality folks in order to provide top quality customer service.

A job analysis is “the process of studying and collecting information relating to operations and responsibilities of a specific job” (StudyValue, 2015). A job cannot be filled unless the job responsibilities have been outlined. A job analysis plays an important part in finding the candidate required for our vacant Customer Service Representative. It is important to remember that a job analysis is an evaluation of a particular job and not an evaluation of the person currently performing that job. It is crucial to know the skills and abilities necessary to accomplish a task before you can find the right employee. The Office of Personnel Management identifies 6 steps to take when performing a job analysis: (1) collect information about the job (2) list the tasks (3) identify the critical issues (4) identify the critical competencies (5) Link the tasks and competencies and (6) choose selective and quality rating factors (OPM, 2015).

There are several approaches one could use to conduct a job analysis of the CSR position for our company. Three of those approaches are the interview, Position Analysis Questionnaire (PAQ), and...