| | | | | | | POPULATION | MISSISSIPPI | JACKSON | | Total Population | 2,922,240 | 176,799 | | EDUCATION (AGES 25+) | | | | Less than 9th Grade | 7.46% | 5.11% | | 9th to 12th Grade | 13.63% | 12.84% | | High School Diploma | 31.21% | 25.25% | | Some College | 21.17% | 23.28% | | Associate's Degree | 7.47% | 6.50% | | Bachelor's Degree | 12.42% | 16.58% | | Graduate/Professional Degree | 6.65% | 10.43% | | RACE & ETHNICITY | | | | White Non-Hispanic | 58.83% | 20.98% | | White Hispanic | 1.16% | 0.78% | | Non-White Hispanic | 0.95% | 0.92% | | Black/African American | 36.90% | 75.95% | | America Indian/Alaskan Native | 0.40% | 0.14% | | Asian | 0.84% | 0.66% | | Native Hawaiian/Pacific Islander | 0.01% | 0.01% | | Two or More Races | 0.90% | 0.49% | | GENDER | | | | Male | 48.49% | 46.51% | | Female | 51.51% | 53.49% | | AGE | | | | Under 15 | 21.62% | 23.69% | | 15 to 19 | 7.71% | 8.00% | | 20 to 34 | 20.65% | 23.44% | | 35 to 54 | 26.93% | 25.64% | | 55 to 64 | 10.61% | 9.20% | | 65 and over | 12.48% | 10.02% | | ECONOMIC INDICATORS | | | | Poverty Rate | 21.41% | 26.87% | | Workforce Participation Rate | 59.78% | 63.60% | | Per Capita Income | $19,534 | $19,749 | | | | | | | | |
The area that would be best for the expanded location, and facility is Jackson Ms. This decision was made from data collected from the office of economics, and the data from the Mississippi Labor Market Analysis as of August 2014. Jackson has a population of 172,638 with as Metropolitan Statistical Area Population of 576,800. This will provide resources for labor along with the surrounding cities. Jackson is a major hub of the south, with major interstate systems, interest 20, and I55 that pass through the city. The city has a robust service industry that is supportive of its economic drivers such as government, education, healthcare, technology and entertainment. In terms of competitors, the majority of small businesses in Jackson and metro area are wholesale trade, retail trade, professional services, and food services. There are several educational institutions such as Jackson State University, Belhaven University, Millsap’s College, Mississippi College School of Law, and others. Also major hospitals are conveniently located within the city of Jackson. Jackson MS has been recognized as the eleventh strongest U.S. Metros Economy in America according to BusinessWeek Magazine, ten best places to retire in America for under $40,000 recognized by the U.S. New and World report. One of the few cities in American beating recession “The Huffington Post”. The best city in American to launch a small business “CNNMoney.com”. The net migration into Jackson metro area in the last decade have grown rapidly in the metro area and can provide sources of labor. In terms of direct competitors, Comcast in the only cable company call center in the Jackson Ms. the factors that reflect the current and future available of workers with specific capabilities and experience. The potential for replacements with adequate education and experiences is sufficient to add employees as the business grow.
Assessing the external workforce is the first stage
The economic conditions of Jackson Ms. Indicate a poverty rate of 26.87% which implies that resources are underutilized. Also, businesses can seek to increase productivity. The unemployment rate for Mississippi is 7.4%. In Jackson Ms. the unemployment rate for August 2014 is 5.7% according to the Mississippi Labor Market. “When unemployment rate is high in a given market many people are looking for jobs (Mathis & Jackson, 2014, p. 181). From this data it would be easy to fill jobs. The city will also yield available structures and sites, a competent and excited workforce, government with a pro-business climate along with an abatement of local property taxes. Allow me to include the excellent transportation infrastructure in the down town area. The labor pool do not have to travel no more than 30 to 40 minutes to work. In addition to that rent rates are low and Jackson has lots of office space.

6015727201 Blake Wallace

JOB ANALYSIS
Dated: October 18, 2014
Identification Section
Location: Jackson, Mississippi
Department: Customer Service
Requisition #: 123456
Position Title: Customer Service Rep
Reports To: Customer Service Manager EEOC Class: O/M FLSA Status: Exempt

General Summary
Responsible for acting as a liaison between customers and companies. Assists with complaints, orders, errors, account questions, billing, cancelations, and other queries.
Essentials Job Functions
Answer phones to assist customers by providing product and service information, and resolving product and service problems.
Set-up new service and coordinate with installers to schedule installation at the customer's home.
Handle all of the customer's servicing needs, requests, and inquiries.
Answers questions about the status of orders or any other services.
Access a variety of databases that contains customer order information.
Processes orders and manage other administrative facets of the company offering services.
Terminate or upgrade account data
Assist with placing cable orders, refunds, credits or exchanges.
Provide information about warranties or terms of agreement.
Act as company first line of defense.
Inform customers of discounts and promotions.
Utilize computer technology to handle.
Work with managers to ensure correct information is being delivered to customers.
Prepare reports on overall customer satisfaction.
Read from scripts.
Resolve product or service problem by clarifying the customer’s complaint, determining the cause of the problem, select and explain the best solution to the problem, expedite correction or adjustment, follow up to ensure customer’s satisfaction.
Contribute to the team’s effort by accomplishing related results as needed.
Knowledge, skills, and abilities
Knowledge of company products, services, polices, and procedures.
Knowledge of marketing and customer programs, data, and results.
Knowledge of customer service represented requirements and practices.
Skills in identifying and resolving customer problems.
Skills in oral and written communication
Skills in operating office and technological equipment Ability to work as a team player
Ability to work independently and meet company goals.
Ability to follow oral and written instructions.
Ability to organize work, activities, and manage your own energy.
Education and Experience
A high school diploma or equivalent.
6 months experience as a customer service represented
The willingness to undergo training
Courses in computer, English or business are helpful.
Physical Requirements
Must be able to lift 20lbs.
Must be able to hear well enough to communicate with customers, vendors, management and co-workers.
Must be able to see well enough to read and write reports.
Must be able to stand, walk, and bend throughout the office area.
Must be able to stoop, and kneel to pick up paper products or manuals.
Must be able to type and use office equipment.
Working Conditions: Normal working conditions absent extreme factor.
Note: The statement herein are intended to describe the general nature and level of work being performed by employees, and are not to be construed as an exhaustive list of responsibilities, duties, and skills required of personnel so classified, furthermore, they do not establish a contract for employment and are not to be construed as an exhaustive list of responsibilities duties, and skills required of personnel so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the employer.
SOURCING
As HR manager, the strategies to attract or identify talent to fill job vacancies involves external advertising. We will be using media, like local newspapers, specialist recruitment media, professional publications, window advertisements, job center, and a mixture of ways via the internet. We will also be recruiting talent from educational institutions in and around metro area. This search will result in a collection of data from the labor market of potential candidates who can be contacted to be screened and interviewed.
Screening and selection
We will be looking at applications for the right fit. We will be looking at extensive backgrounds beyond the application. Psychological tests will be used to assess a diversity of KSA’s together with literacy. Recruiters will also be conducting assessments of physical ability. Application tracking system will be used to process job applications and to manage the hiring process. Performance based assessment will be conducted to find out if applicants performs the responsibilities they are Appling for. We will make sure that our screaming process meet with the equal opportunity and ethical standards as well. We’ll be looking for interpersonal skills, team leadership skills, and the ability to reinforce the company’s brand by attitude, and behavior to customers, and suppliers. The intent is to build a company’s culture that is unique.

Training
All new employees will be required to attend orientation where they will be introduced to their jobs, co-workers and the company. This will require a collaborative of a HR person, operation manager, and a supervisor. The orientation will be the first and training will be nine days. the company’s policies and procedures manual for employees will be discussed. Instructions will be given on how to interact with customer, the proper course of action for dealing with complaints and inquires, the chain of command within the company for customer service problems and recommendations on dealing with challenging customer service circumstances. For each day, a handout for the training session will be issued to the employee. The employees will be encouraged to interact by asking questions during training. Roll playing will be part of the training to demonstrate good and bad customer service techniques to show new employees what exactly what can happen, and how to deal with it. Each employee will be evaluated on their skills and skill level. Employees will be shadowed by supervisors or manager so that on the job training will provide real-time and live situations to provoke awareness of what is expected of them.
The training module will consist of * training on customer service * phone skills * products and services * common customer problems * the use or operation of telephone/computer systems. * And company polices and regulations. .
The training process will be conducted according to the analysis of training

1. Interpersonal and empathy 2. Communication 3. Handling stress 4. Active listening 5. Team-working 6. Problem-solving and complaints-handling 7. Product and organization knowledge 8. Commitment to aims and values of organization

need to learn to prioritize tasks and activities, eliminate negative behavior, and meet your customer’s needs. what to do and how to manage the customer interchange

attracting selecting appointing as the HR manager, I will conduct meetings to get an understanding of the the recruitment program will be an external one. the process of candidates being selected from the labor market to take open positions in our customer service call center located in Jackson Ms. we will recruiting to meet a specific need or our new site in Mississippi.

Then the rest of the process is commenced in three procedural steps.
 Suitable profile search.
 Challenging interviews and selection process.
 On boarding of the candidate.
Suitable profile search:
Once the competitive analysis report is prepared, HR managers hire a third party or agency to provide suitable candidate profiles for the vacant position. The responsibility of the HR manager lies in providing the requirements expected out of the recruitment and selection process.

A SWOT Analysis of Comcast (2012, May 31) Retrieved October 06, 2014, from http://www.academon.com/case-study/a-swot-analysis-of-comcast-151312/ http://www.jacksonms.gov/index.aspxNID=188 http://data.bls.gov/search/query/results?cx=013738036195919377644%3A6ih0hfrgl50&q=Jackson http://www.ehow.com/about_6088725_job-description-cable-customer-service.html: http://www.ehow.com/about_6118166_customer-service-job-description-example.html http://www.ehow.com/about_6088725_job-description-cable-customer-service.html
http://hiring.monster.com/hr/hr-best-practices/recruiting-hiring-advice/job-descriptions/customer-service-representative-job-description-sample.aspx