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Assignment - JOB ANALYSIS AND JOB DESCRIPTION
Task - Analyze the job in the case, and then create a full job description. Assignment consists of two parts: the job analysis and the job description.
Answer - JOB ANALYSIS AND JOB DESCRIPTION
Human resources managers need to have detailed information about the jobs that they are offering to prospective candidates. Preparation of Job analysis and job description is a crucial part of this process. The candidates will not participate in the recruitment drive if the analysis comprises of studying all details about a specific job. It comprises of job description and job specification. The Job specification comprises of the various necessary qualities needed in the successful candidates who span educational degrees, relevant experience, and the physical requirements if any. This essay will detail out the Job analysis and Job description with a focus on Mediarite Company.
The job analysis
Job analysis includes within its framework Job description and Job specification. It has the following components:
Recruitment and selection decision: The process of pooling of prospective candidates for a specific job, shortlisting them and selecting from them the correct people for the job roles is called recruitment. It includes selecting the right candidate from the total pool based on the job specification which includes the various qualifications and experience required for the job role (Greiner et al. 2015). All of these factors will decide the selection matrix of the recruiters. In this case of the recruitment of the customer service agent, the selection and decision will be made by the marketing team of the Mediarite Company.
Performance appraisal: Regular monitoring of the performance of a person on a job by the employer is performance appraisal. It includes an annual review, or confidential report. It monitors various dimensions of employee performance (Iqbal et al. 2015). It will include the number of work hours, work produced, and the number of leaves taken among others. It forms an important part in the decision of the company to promote a particular person (Denisi et al. 2017). For the Mediarite Company the performance appraisal of the customer service agent will be done by the human resources department by collecting data about the various performance indicators of the customer service agent like number of customer queries addressed.
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Job evaluation and Salary decisions: The job evaluation is the measurement of the comparative worth of a job profile within a company. This is a deciding factor in fixing the salary for a particular job in any organization. There are different kinds ways in which evaluation of job can be done like ranking method, method of classification, and point factor method, among others (Koskinen et al. 2017). The ranking method grades the job within the organization as per its importance. The classification method evaluates the job on the basis of the functional department. In the Mediarite company, the customer service agent can be ranked using the ranking and classification methods.
Training requirements: The skills in the new recruits generally do not match the required skills for the job role. This brings in the necessity of training at the workplace. The training arms the new entrants in any jobs for successfully carrying out his or her assignments. As per views of Iriyama et al. (2016), training can be of many types- communication-based, or special skill-based. The customer service personnel in Mediarite will have different training requirements from the supply chain personnel under the company.
The job description
Job Title: Customer service agent
Job location: Outskirts of Philadelphia
The hiring company Mediarite is a part of the EBay. Mediarite does not allow communication between the buyer and seller. The job profile of the customer service agent provides the communication link between the seller and buyer in case the buyer has any issues with the products or the delivery details(Daughteret al. 2019). The customer service agent has to address the queries of the buyers.
Maintaining of the customer database:
An important part of the job duties of the customer services agent is to maintain database of the buyers and sellers on the website of the Mediarite company (Britonet al. 2015). This will help the customer service agent to keep a track on the purchases made on the Mediarite.
The MediaRite customer service agent needs to mail their customers to know about whether they have any issues regarding any delivery or any products. This helps in keeping the communication on between the Mediaerite and the customers.
Revert to the mail requests by the customers
On some of the occasions, there arise some issues regarding the delivery of the products at the right time. In this kind of situation, the buyer will try to communicate to Mediarite regarding the issue (Zhu et al. 2018). This will be generally done through email as the company has kept its phone number hidden. The customer service agent has a crucial role of addressing the queries posted by the buyers in the emails.
Making calls to customers
Last but not least, making calls to old and new customers will help enhance the visibility of Mediarite for the people. This duty is also a part of the customer service agent. The follow up calls to the customers help in retention.
The working conditions in the Mediarite are mostly desk based for the customer service agent. Occasionally the person working as the CSA needs to visit the buyers in person to sort out the issues.
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This study examined the job analysis and job description in the company of Mediarite, a subsidiary of EBay. The profile used in this study is that of the customer service agent.
From this study, it can be inferred that the Job description and job analysis forms a very important component of the human resource-based processes. Job analysis has the job description and job specification as its main parts. Job description has various parts of the portfolio of the job. It includes title of the job, summary of the job, duties within it, and working conditions. This study discusses the various parts with focus on Mediarite. Different jobs have different types of job descriptions and analyses. This study analyses the job of the customer service agent in the Mediarite and also examines the different components of the job description. This study summarises the various components of the job description like the job summary, duties and work conditions in the Mediarite Company.
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