western region fall tour september, 2012
DESCRIPTION
Western Region Fall Tour September, 2012. What Keeps Service Leaders Awake at Night?. Goal: Understand t he challenges and provide thought leadership around talent acquisition and retention: Recruiting R etention E mployee satisfaction S killset profiles. - PowerPoint PPT PresentationTRANSCRIPT
Western Region Fall TourSeptember, 2012
What Keeps Service Leaders Awake at Night?
Goal: Understand the challenges and provide thought leadership around talent acquisition and retention:
• Recruiting• Retention• Employee satisfaction• Skillset profiles
Inspired by “The CIO Insomniac Report,” Robert Half Technology, 2011
Research Methodology
Created By
Research Partners
• Tap 150,000 + service management leaders
• On-line survey • March 1 – 21, 2012• 1284 survey responses• Demographic breakdowns
– Geography– Organization Size– Industry
International Study
Agenda
• The scope of the challenge• Recruiting strategies• The turnover cycle• Retention strategies
What Is the Hiring Climate?
Are You Hiring?
Is There a Hiring Struggle?
Is There a War for Talent?
Are You Looking?
Why Is It Difficult?
Diverse technologies
Staff reductions
BYOD
Remote workforce
Increased skill demand
Changing Workforce Dynamics
Mobile Devices
Virtual Desktop
SaaSCloud
Workplace Virtualization
The Problem with Skills - Frontline
The Problem with Skills – Level 2/3
The Problem with Skills - Managers
Why Is It Difficult?
What Happens in the Meantime?
Filling Open Positions
Tips on Recruiting
• Set realistic hiring goals• Revisit job descriptions• Consider remote workers• Hone your interview skills• Consider contract-to-hire
Robert Half Technology Career Center
Navigating the Job InterviewOn-going Career Development
Acing the InterviewGaining the Right Skills
Finding the Job and Getting the Interview
http://solutioncenter.thinkhdi.com/rht
Turnover & Retention
• Key reasons for turnover • Elements of employee
satisfaction• Importance of professional
development opportunities and workplace culture
What’s Your Workload Meter?
How Overworked Are We?
How Stressed Are You?
How Stressed Are We?
The Stress & Workload Balance
Enter the Turnover Cycle
Limited Opportunity & Compensation
Limited Opportunity & Compensation
44% have turnover
challenges
What We Value in the Workplace
How Well Are We Doing with Culture?
The Value of Benefits & Perks
Tips on Retention
• Keep open communication• Examine non-traditional benefits and
perks• Bolster staff during peak workload
times• Develop mentors• Encourage self-study• And . . .
Make Things Happen
In a Nutshell
Customer Service Week Special Event: Be More!Wednesday, October 3
Upcoming HDI Happenings
“Imperatives for the Future” – November 3
October 17 October 28-31