The term ‘candidate tight market’ is used frequently by employers and recruiters alike, and with the strong demand in the contact centre industry for quality employees, this is an issue that is now hitting very close to home. According to the recent PricewaterhouseCoopers CEO survey, 80 percent of New Zealand businesses are concerned about the availability of workers with the right skills.
So, what does an employer have to do to not only attract and select, but retain top performers in this market? Unfortunately, the ‘one size fits all’ approach doesn’t work. What attracts a Gen Y employee will not necessarily appeal to an experienced Baby Boomer. And what will retain a Gen X staff member may not be applicable to young graduates. In addition, the skills shortage means that there simply may not be any applicants with the required level of training for an advertised position.
Luckily, there are some general guidelines that can be used to implement selection and retention practices. While these need to be somewhat flexible to cater to the needs of the generational gaps which make up an organisation’s workforce, they do provide some structure and guidance for employers.
• Those responsible for selection need to be appropriately trained in using valid selection tools and objectively assessing candidates
• Assess job-specific traits using a variety of objective selection tools to gain a broad perspective of the candidate (skills tests, psychometrics, and reference checks)
• Conduct behavioural descriptive interviewing to understand the cultural fit of the candidate to the organisation
• Ensure candidate expectations are aligned with organisational reality
• Ensure you have capable and inspiring management and leadership in your business
• Offer opportunities for development, professional growth and training
• Make sure that realistic expectations are established during the recruitment phase and any change in expectation is discussed with the employees
• Ensure you effectively manage and communicate any changes to the role or company
• Promote a healthy work environment with emphasis on work-life balance
• Provide fair and competitive remuneration
• Provide a social support structure within the organisation
Regardless of the generational gaps and variety of skills within an organisation, there is a common motivator that applies to all people – appreciation. An employee feeling valued and challenged by their company is just as satisfied with their job as they would be if it were only about money.
By Drake New Zealand
Drake New Zealand has 9 offices nationally, and specialise in developing the people, productivity and performance of our clients through permanent and flexible recruitment and HR services. We are available 24 hours a day, 7 days a week on 0800 840 940.