Recruitment and Selection Plan - Project Management Team CONTACT CENTER DEPLOYMENT BRAZIL Version: 1.

0 September 23, 2007 Index Introduction ................................................. ................. ....... Recruitment .......................... 3 ...................... ........ .......................................... ........ ............... 3 1.1 Strategy ................................................ .................. ................................ ........ 1.1.1 Table 3 Classification of Positi ons ................................. ........................................ 3 1.1.2 Recruitment Process ... ................................................. . .............................. 3 Selection ................................................. .................... ........ .......................... 4 1.2 Selection Methods .............................................. ........... ...................................... 4 1.3 Details of Selection Methods ...... ...................................... ............................. 4 1.3.1 Ana lysis of Curricula .............. .............................................. .... ......................... 4 1.3.2 Interview Selection .................. .. ................................................ ..................... 4 1.3.3 I nterview Skills ...................... ......................................... ......... ........ 5 1.3.4 Interview Procurement ............................... .... ................................................ 5 Annexes ................................................. ...................... ....................... .......... 5 1Controle Revisions Document .............. .................... ........................... 5 ..... Recruitment and Selection Plan - Project Management Team DEPLOYMENT CENTER CONTA CT BRAZIL INTRODUCTION Brazil PMO Version: 1.0 This document presents the strategy of advertising vacancies and selecting human resources to form the Project Management Team required the deployment of the Co ntact Center Markets in Brazil Taia. The description of the vacancies present he re is defined in the document Mother jobs and salaries annexed to this document. This matrix describes all the necessary requirements concerning the characteris tics and desirable candidates. RECRUITMENT Strategy Table 1.1 1.1.1 Classification of Positions Position Level Senior Project Manager Full Junior Senior Project Analyst Full Ju nior Senior Process Analyst Full Junior Senior Analyst Training Full Junior Seni or Analyst Senior Analyst Junior Full Traffic Purchase Full Junior Senior Teleco m Analyst Full Junior Senior Systems Analyst Full Junior Senior Human Resources Analyst Junior Full Operational Management Technology Management Feature 1.1.2 Recruitment Process Management called for the positions, a service of HEADHUNTER will be hired. The HUNTER HR firm will be hired for the recruitment of professionals. We hope to re ceive the recommendation of at least four candidates running for office for the

selection process. The Confidential Document Page 3 of 5 Recruitment and Selection Plan - Project Management Team DEPLOYMENT CENTER CONTA CT BRAZIL formalization process of compromise. The remaining vacancies will be announced i n the following vehicles: • • • • The Official State of São Paulo, Jornal A Folh a de São Paulo; Catho Online; In www.calcenter.inf.br site. Brazil PMO Version: 1.0 company's commitment HUNTER RH indicate the candidate is within a maximum of 15 days from the After the announcement of vacancies, within 15 days, is determined to collect re sumes from applicants. The curricula should be delivered to specific mailbox com pany Tesco in Brazil. For sites Catho www.calcenter.inf.br and curricula will be received via email rhtesco@tesco.com.br. The notices of vacancies will be reope ned if the number of resumes are deemed insufficient by the Board HR Business Te sco or after curriculum evaluation in the same sector. SELECTION 1.2 Selection Methods The selection aims to solve two basic problems: • • Adequacy of man for the post , and Efficiency and effectiveness of the man in charge. Among the various procedures adequate to identify the personal characteristics o f each candidate will be the following: • • • • Analysis of the Curriculum Selec tion Interview Interview Interview Skills for Hiring 1.3 1.3.1 Details of Selection Methods Analysis of Curricula The curricula are as useful tools for obtaining information, will be read in lines, and shall be removed as much information as possible,€that come from meet ing the requirements of the position to be selected. 1.3.2 Interview Selection This communication process is intended to interact with the interviewer and inte rviewee or candidate in which one party is interested in learning more about each other. Will be used in initial screening of candidates in the recruitment and selection as the initial interview. Confidential Document Page 4 of 5 Recruitment and Selection Plan - Project Management Team DEPLOYMENT CENTER CONTA CT BRAZIL Brazil PMO Version: 1.0

However, the interviewer will be attentive to as noise, omissions, distortions, overload, and above all barriers. Will be available four types of interview form at for the interviewer to choose: • • • • fully standardized interview, only on standardized interview questions, interview policy, non-directive interview. 1.3.3 Interview Skills This type of selection (for power) will evaluate, through psychological tests, q uestionnaires, personal interviews and group dynamics, invisible characteristics of the profess ional - those that do not appear in the curriculum and, often, not the candidate himself knows he has. Will apply a mapping skills, ie the profile of Skills (PC ) of the position or function. This interview seeks to investigate past conduct, it assumes that, when subjected to the same case, the tendency is to demonstrat e similar behavior. So the secret is in the formulation of questions, I should a lways use the verb conjugated in the past. 1.3.4 Hiring Interview This type of interview is intended to complete the process of recruitment and se lection, so the grader will make the proposal official will schedule a date for the start of tas ks, communicate the date for the beginning of the program of integration and int roduction of new employee with the Company. The picker will do a breakdown, a de tailed description of the position. And hear the interviewer regarding the recru itment and selection process, how he felt. ANNEXES Job and salary matrix Copetências 1.0.doc 1 CONTROL DE REVIEWS OF DOCUMENT Brief Description Initial Issue Date 09/23/2007 Reviewer Cymare Reyna Version 1.0 All Reviewed Item Confidential Document Page 5 of 5