CBHRM (Competency based HRM)

Namrata Dubey

H-19 -22-06

Job Title: HR Recruiter

Job Description:

1. Design and update job descriptions

2. Source potential candidates from various online channels (e.g. social media and free job portal,
professional platforms)
3. Advertise job openings on the company's careers page, social media, job boards and internally.
4. Source candidates using a variety of search methods to build a robust candidate pipeline.
5. Take ownership of candidate experience by designing and managing develop job postings,
job descriptions, and position requirements
6. Craft recruiting emails to attract passive candidates
7. Screen incoming resumes and short listing the candidates by using your IT technical skills.
8. Provide shortlists of qualified candidates to hiring managers Coordinate for Interviews with
candidates (via phone, video and in-person)
9. Administering appropriate company assessments
10. Facilitate the offer process by extending the offer and negotiating employment terms
11. Send job offer emails and answer queries about compensation and benefits
12. Manage the overall interview, selection, and closing process
13. Participate in job fairs, Campus Hiring and host in-house recruitment events

List of Competencies required for the job profile with definition

Sr. No Competency Definition Proficiency Level

required from the
following table
 The bottom line fundamentals of business are
essential for every executive, regardless of area of Proficiency Level
1 Business knowledge expertise. You need to understand the value of your
business. You must be able to explain the value and
4
business model to others.
You need skills to keep you current with business
technology. Know the latest in software and
hardware to be efficient and innovative.

Form a company culture that will attract and keep the

2 Company Culture finest employees. Help employees understand the Proficiency Level
culture. Assist them to apply it to advance their
success as well.
4

The world of business is changing every day. And you

3 Adaptability cannot get too comfortable but adapt yourself to the Proficiency Level
changing times. These will allow HR managers to
rethink their current company policies and curate
5
new ones that are more relevant and effective. Since
HR managers actively participate in decision-making
and business strategies, they need to forecast the
need for changes.

For fostering a healthy work environment, HR

Professionals must develop new tactics to keep the
employees engaged and actively invest themselves in
finding ways to retain them.

Critical thinking is one of the most essential attributes

4 Critical Thinking for anyone in HR. Whether you are hiring a new Proficiency Level
candidate, negotiating pay rises, or deciding how to
deal with employee grievances, it is imperative to
5
critically analyze the situation and make decisions.

Critical thinking helps bring a rational perspective and

help HR professionals to deal with a difficult situation
with ease. Either it is conflict resolution or addressing
an issue with the employees, or critical thinking helps
reconstruct or put forward views and ideas that work
best for the work environment.
The Job competency for the above job description is as follows:

Sr. No/ proficiency proficiency proficiency proficiency proficiency

Proficiency level 1 level 2 level 3 level 4 level 5
Communication Basic Intermediate Skillful Advanced Expert
skills Knowledge Application

Job Title: Customer Support Representative

Job Description:

1. Process customer requests (Network, orders, provisioning, Post activations, billing)

2. Provision and management of Consumer and Small Business- NBN Orders
3. Validates & verify customers details provided by Sales from various legacy systems
4. Booking of NBN appointments for customers.
5. Remediate the fall out as per the Order remediation guide and Pan viva work Instructions
6. Escalating the dependencies to the relevant teams for any assistance.
7. Ensure compliance adherence and timely completion of milestone.
8. Effective communication on order status to Customers/ Stakeholders.
9. Effective communication with other business units to obtain the required information to
successfully manage the Customers order
10. Work collaboratively with teammates to solve customer issues as quickly and as efficiently as
possible.
11. Updating & keeping records of customer interactions, transactions, comments and complaints
as per defined process guideline
12. Take Ownership of and always keep customer commitments.

List of Competencies required for the job profile with definition

Sr. No Competency Definition Proficiency

Level required
from the
following table
The most important is how effective communication
1 Communication is. So that the right information conveyed properly to Proficiency
Skills all the participants in the team meetings. Asking the Level 4
right questions and focusing on listening as well helps
a lot. One should be able to take proper notes from
the meetings whether it is room meeting or
conference call meetings. The same is applicable in
email communications as well.
 When being shouted at, insulted, and rudely rushed Proficiency
2 Patience are all just a part of your day, it can seem like playing Level 5
Russian Roulette every time you pick up the phone or
otherwise greet a customer. But keeping your cool is
critical to great customer service.

A good CRM is equipped to handle this challenge by Proficiency

3 Adaptability integrating ticket sources and making customer Level 4
information available no matter what channel you’re
using. Customer service reps need that same mental
flexibility to respond to a variety of situations in
whichever way your customers prefer at the
moment.

As stressful and anxiety-inducing as customer service Proficiency

4 Self Control can be, your reps need to have self-control. They Level 4
need to remain calm even when attacked, positive
when faced with pessimism, and professional when a
customer gets personal. There are very few
consequences for a customer when they blow up at a
rep. The consequences of not having self-control
when interacting with a customer, however, are
often irreparable.

The Job competency for the above job description is as follows:

Sr. No/ proficiency proficiency proficiency proficiency proficiency

Proficiency level 1 level 2 level 3 level 4 level 5
Communication Basic Intermediate Skillful Advanced Expert
skills Knowledge Application
Technological Basic Intermediate Skillful Advanced Expert
know-how Knowledge Application