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Western Region Fall Tour September, 2012

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.

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Western Region Fall Tour September, 2012

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  1. Western Region Fall Tour September, 2012

  2. 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

  3. Created By International Study Research Methodology • Tap 150,000 + service management leaders • On-line survey • March 1 – 21, 2012 • 1284 survey responses • Demographic breakdowns • Geography • Organization Size • Industry Research Partners

  4. Agenda • The scope of the challenge • Recruiting strategies • The turnover cycle • Retention strategies

  5. What Is the Hiring Climate?

  6. Are You Hiring? Don’t forget: You can copy-paste this slide into other presentations, and move or resize the poll.

  7. Is There a Hiring Struggle?

  8. Is There a War for Talent?

  9. Are You Looking? Don’t forget: You can copy-paste this slide into other presentations, and move or resize the poll.

  10. Why Is It Difficult?

  11. Changing Workforce Dynamics Increased skill demand Diverse technologies Staff reductions BYOD Remote workforce

  12. Workplace Virtualization Cloud SaaS Mobile Devices Virtual Desktop

  13. The Problem with Skills - Frontline

  14. The Problem with Skills – Level 2/3

  15. The Problem with Skills - Managers

  16. Why Is It Difficult?

  17. What Happens in the Meantime?

  18. Filling Open Positions

  19. Tips on Recruiting • Set realistichiring goals • Revisit job descriptions • Consider remote workers • Hone your interview skills • Consider contract-to-hire

  20. Robert Half Technology Career Center Navigating the Job Interview On-going Career Development Acing the Interview Gaining the Right Skills Finding the Job and Getting the Interview http://solutioncenter.thinkhdi.com/rht

  21. Turnover & Retention • Key reasons for turnover • Elements of employee satisfaction • Importance of professional development opportunities and workplace culture

  22. What’s Your Workload Meter? Don’t forget: You can copy-paste this slide into other presentations, and move or resize the poll.

  23. How Overworked Are We?

  24. How Stressed Are You? Don’t forget: You can copy-paste this slide into other presentations, and move or resize the poll.

  25. How Stressed Are We?

  26. The Stress & Workload Balance

  27. Enter the Turnover Cycle

  28. Limited Opportunity & Compensation

  29. Limited Opportunity & Compensation 44% have turnover challenges

  30. What We Value in the Workplace

  31. How Well Are We Doing with Culture?

  32. The Value of Benefits & Perks

  33. Tips on Retention • Keep open communication • Examine non-traditional benefits and perks • Bolster staff during peak workload times • Develop mentors • Encourage self-study • And . . .

  34. Make Things Happen

  35. In a Nutshell

  36. Thank You! Cinda Daly Director of Content, HDI cdaly@thinkhdi.com

  37. Customer Service Week Special Event: Be More! Wednesday, October 3 Upcoming HDI Happenings “Imperatives for the Future” – November 3 October 17 October 28-31

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