1. Engaging Businesses Using WorkKeys Job Profiles Presented by Carol Farris

2. © 2012 by ACT, Inc. All rights reserved. Selection Systems Curriculum Development Performance Appraisals ADA Job Descriptions 360  Feedback WorkKeys Recruitment Job Design Job Change Training Goals Test & Assessment Development Job Profiling Plus Job Profile

3. An ACT WorkKeys Job Profile (analysis) can be used to….. Set Criteria for Selection and Promotion, Update Job Descriptions, Redesign a Job or Design a New Job, Develop Performance Appraisal Instruments, and Design Training Programs. 3

4. Job Profiles Selection and Promotion…….

5. 5 …is when an employer requires the NCRC or specific WorkKeys skills in hiring and/or promotion practices based on the results of a profile.

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9. Introductions Task Analysis Edit Initial Task List Rate for Importance Review Order of Importance Skill Analysis Locating Information Reading for Information Applied Mathematics Workplace Observation Listening for Understanding Sample Agenda

10. The Report document content validity be in compliance meet client expectations have useful results required to meet ACT standards

12. Notice that the tasks with an importance rating of 2 or lower are gray and in italics.

15. Sample Job Profile Report http://www.act.org/workkeys/profiling/pdf/ CustomerServiceRepCVReport.pdf

16. 16 Job Profile

17. Job Profiles Selection and Promotion Update Job Descriptions ……

18. 18 Actual Job Description Req #: 14-1004 Job Category: Customer Experience Join us and jump start your rewarding career. We're hiring entry-level Customer Service Representatives for our inbound call center in Bowling Green. We are a contact center company representing some of the world's best brands. Here's what you'll do: Work in our inbound service call center and represent our clients. Build trust and make positive connections happen with customers over the phone. Listen carefully, help customers resolve issues and get their questions answered. Update customer accounts and communicate clearly. Meet and exceed monthly customer experience goals. Earn bonuses for great performance. Requirements Are at least 18 years old Have a high school diploma or GED Can use a computer and navigate the web Are adaptable to changing situations Can pass a drug test and criminal background check

20. Update Job Description Before Work in our inbound service call center and represent our clients. Using Final Task List Assists customers in the selection and purchase of specialized telephone services, such as long distance plans by using plan descriptions and text from relevant scripts to review and suggest options and to answer questions. 20

21. Update Job Description Before Build trust and make positive connections happen with customers over the phone. Using Final Task List Handles customer complaints concerning billing by identifying the nature of the problem, correcting minor billing errors, and forwarding other requests. 21

22. Job Profiles Selection and Promotion Update Job Descriptions Redesign a Job or Design a New Job

23. Design a New Job Example: Lead Customer Service Representative Examine Final Task List of Current Job Use Effective Levels for Initial Entry Level Add Additional Critical Tasks

25. Job Profiles Selection and Promotion Update Job Descriptions Redesign a Job or Design a New Job Develop Performance Appraisal Instruments….

26. Develop Performance Appraisal Instruments Use the Grouped Final Task List as checklist. Use the Effective Skill Levels to assign training goals.

27. Job Profiles Selection and Promotion Update Job Descriptions Redesign a Job or Design a New Job Develop Performance Appraisal Instruments Design Training Programs

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29. Design Training Programs

30. The tasks are rated in order of importance

31. Cost to Replace an Employee Replacement cost of an employee is 150% of base salary. Replacement Costs Includes: –Training –Unfilled Position Cost –Recruitment –New Staff Hiring –Separation Processing Bliss-Gately, “Cost to Replace Tool”

32. Oklahoma Companies Testimonials https://www.okcareertech.org/business-and- industry/workkeys/employers/employer- testimonials/https://www.okcareertech.org/business-and- industry/workkeys/employers/employer- testimonials/ http://www.okcareertech.org/business-and- industry/workkeys/resourceshttp://www.okcareertech.org/business-and- industry/workkeys/resources

33. © 2012 by ACT, Inc. All rights reserved. Selection Systems Curriculum Development Performance Appraisals ADA Job Descriptions WorkKeys Structured Interviews Job Design Job Redesign Training Goals Test & Assessment Development Job Profiling Ways To Use Profile Data

34. Thank You ! Carol Snider Farris ACT authorized WorkKeys Job Profiler 918-906-5144 c.farris@aol.com