Business Process Improvement: Knowledge of business process improvement best practices and ability to use methods for identifying, evaluating, introducing and implementing more efficient approaches to performing business related activities.
• Gathers data for use in the analysis of business processes.
• Illustrates problems, opportunities and methods for improving existing business processes.
• Suggests ways to reduce variation and/or waste in processes.
• Helps evaluate what factors should be addressed in the change program.
• Participates in requirements analysis for process changes.
Service Excellence: Knowledge of customer service concepts and techniques; ability to meet or exceed customer needs and expectations and provide excellent service in a direct or indirect manner.
• Provides a quality of service that customers describe as excellent.
• Resolves common customer problems.
• Responds to unexpected customer requests with a sense of urgency and positive action.
• Provides direct service to internal or external customers.
• Documents customer complaints in a timely manner.
Relationship Management: Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers.
• Provides prompt and effective responses to client requests and interactions.
• Monitors client satisfaction levels on a regular basis.
• Alerts own team to problems in client satisfaction.
• Differentiates the roles and responsibilities in a business relationship.
• Works with clients to address critical issues and resolve major problems.
Candidate Screening: Knowledge of techniques, methods and processes of candidate screening; ability to preselect suitable candidates for first and further interviews within the organization.
• Screens candidates to obtain detailed information on knowledge, skills, motivation, etc.
• Follows Human Resources (HR) policies and standards during the candidate screening process.
• Files and maintains paper and electronic records of candidate information.
• Exchanges candidate and job information with hiring managers.
• Reviews candidates’ resumes and cover letters from both professional and personal aspects.
Candidate Sourcing: Knowledge of techniques, methods and channels of candidate sourcing; ability to attract and qualify candidates for immediate job vacancies or as potential long-term job candidates.
Level Basic Understanding:
• Gathers information on how to improve the efficiency of candidate sourcing.
• Describes short-term and long-term functions of candidate sourcing within the organization.
• Cites organizational usage of candidate sourcing.
• Identifies common channels (e.g. Internet and recruitment agencies) for sourcing candidates.
Staffing and Recruiting: Knowledge of standards, processes, techniques and methods used in staffing and recruiting; ability to identify, select, retain and relocate qualified personnel, both internally and externally, for a wide range of positions.
• Prepares tools, record-keeping, and reports for applicant tracking.
• Researches common processes and techniques to source qualified candidates.
• Applies effective candidate selection techniques for a specific recruiting task.
• Provides staffing services for routine positions of major functions or departments in an organization.
• Assists in the implementation of current staffing goals, strategies and progress reports.
Workforce Analytics: Knowledge of human resources (HR) and workforce issues and trends; ability to analyze workforce data, information and metrics and apply the results to support business decisions.
Level Basic Understanding:
• Explains the organizational benefits of workforce analysis.
• Identifies basic methodologies and approaches in analyzing the workforce.
• Describes the basic concepts and features of workforce analysis.
• Discusses workforce analysis procedures and principles.