Hot Jobs: Call Center Professionals

An Introduction

The call center industry has been growing consistently across the world over the past decade, and with growth expected to continue well into the next decade, call center professionals are in demand with employers across Southern California. With this increased demand, employers are struggling to identify and hire the most experienced candidates. Your resume offers an opportunity to demonstrate your value to employers within this competitive market.

Get Your Resume in Shapecall center jobs

Depending on your area of specialty, your call center career background may fall into a range of categories, including: customer service, technical support and sales. But to stand out in the current call center job market, you’ll need a resume that effectively “sells” you to employers. These tips can help:

  • Focus on numbers. For most call center jobs, numbers are critical. Whether its call duration, sales percentages or call resolutions, your previous call center jobs have likely focused on achieving specific numbers. Showcase your specific accomplishments on your resume – using those concrete numbers wherever possible. All businesses speak the language of efficiency and accomplishments, so be sure to make them a focal point of your resume.
  • Avoid a task list. Most call center jobs feature the same primary tasks. Potential employers can tell what your day-to-day life was at a previous job simply by looking at the title – don’t waste valuable resume space by rehashing daily tasks. Once exception to this rule is to include specialty software or technologies you may have used or are familiar with. You can include this information within each position, or in a separate section. But eliminate tasks and other “fluff” that can dilute the effectiveness of your resume.
  • Keep it brief. On average, recruiters spend five to seven seconds looking at your resume before determining if they want to move forward with you in the hiring process. The first two bullet points will help make your resume more impactful (numbers especially pop to recruiters), but the final tip to help make your call center resume more effective is to keep it brief. Your resume should rarely be longer than one page, and you should avoid long paragraphs or especially long bulleted lists.

What To Do Next

Here at Helpmates, we match experienced call center professionals with employers across Southern California. Our experienced team can help you hone your resume and prepare for interviews for leading call center jobs that will help you reach your career goals. Contact us to get started.

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The Importance of Succession Planning For Your Business

When it comes to long-term planning for your business, regardless of its size, succession planning should be a key part of the process. Key benefits of succession planning include:

  •  Time and cost savings. If your top employees suddenly left tomorrow, your organization could lose valuable time and resources while scouring for replacements. Succession planning can reduce the burden of sudden departures.
  • Identify areas for improvement. Taking an objective look at your organization during succession planning can help you identify any strengths and weaknesses in your business.
  • Helps HR be more proactive. Rather than hiring or responding to management reactively, succession planning allows HR to be more proactive, making your company a better place to work.

While succession planning is integral for every organization, there are some best practices to keep in mind so that your investment is maximized:Succession Planning

  1. Evaluate everyone. Yes, everyone. When it comes to the long-term stability and success of your business, strong leadership is imperative. Today’s mail clerk could be tomorrow’s CEO.
  2. Look beyond CEO.  Succession planning is critical for all key roles within an organization. While you’re looking at all of those employees we mentioned above, be sure to consider their best potential roles. To determine which roles need succession planning, ask yourself this question: “If [blank] left tomorrow, what would we do?”
  3. Think about mentoring. Extensive preparation is needed by all successful leaders. Once you’ve identified successors, it’s imperative you give them the preparation they need to succeed once their opportunity comes.
  4. Identify talent needs. When it comes to succession planning, a strong talent pipeline is critical. Now’s the time to assess your talent and identify any current or potential future gaps that could hinder your succession planning.

Taking the time and resources for succession planning now can mean a much more stable and successful organization in the long term. The team at Helpmates is experienced in talent strategies and assessments. We are here to help businesses across Southern California with their succession and talent investment planning.

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5 Keys to Successful Onboarding

Is onboarding a high-focus part of your hiring process? It should be! In addition to having a dramatic effect on job performance and satisfaction for new employees, onboarding is also an important team-building tool for your current employees. Put simply, onboarding is a relatively cost-effective tool for employee retention – one that you shouldn’t ignore.

Developing a successful onboarding plan.

If you’re struggling to understand where to start when it comes to your onboarding plan, here are five tips to help you get the ball rolling:Onboarding

  1. Set a formal plan. Regardless of size, all businesses should have a formal onboarding plan for new employees. This ensures all employees have the same experience and are equally prepared for success in their new positions. This can be as simple as a Word document saved on your team hard drive, or it can involve a full orientation and engaging process. The call is yours – just be sure to formalize and document it.
  2. Be prepared. You expect your new employees to come to work prepared; be sure to offer them the same courtesy. This includes things that seem simple but can often be forgotten like, a functional desk chair, office supplies, a working computer and computer login(s), among other things. Designate one or more employees to be in charge of new employee setup, and ensure everything has been completed at least one business day before new employees are scheduled to begin.
  3. Make introductions. This may be a challenge for larger businesses, but be sure to introduce new employees to their co-workers as close as you can to the beginning of the day. From receptionists to the CEO, new employees should feel welcomed by the entire team, or at least their immediate team and key personnel. While new employees won’t remember everyone’s name right away, introductions can immediately set new employees at ease and make recollection easier.
  4. Set immediate, measurable goals. Starting a new job is overwhelming to most people, but it can feel a bit less stressful when employees have concrete goals they can work toward from Day 1. Determine these goals before employees have begun, and communicate them as early as possible. Then, provide regular feedback so that employees can make adjustments where necessary (and can hear regular praise from the earliest days of their employment).
  5. Keep in touch. Direct managers should schedule regular meetings with new employees to answer any questions or address any concerns that should arise. This can also save managers time by setting expectations for when non-priority questions arise. Rather than a constant barrage of emails and phone calls, employees and managers can prepare notes for regular meetings.

With the right preparation and execution, onboarding can make a big impact on your performance and retention. If you’re looking for ways to maximize your talent investment, contact Helpmates. Our range of staffing services help businesses across Southern California reach their goals through human capital.

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