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Our 5 step process to hire for excellence - Kayako webinar slides

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Our 5 Step Process to Hire for Excellence

In this webinar, Kayako's co-founder and COO, Jamie Edwards, and Director of Support, Sarah Chambers, team up to share their best hiring practices, and the steps it takes to hire the best talent around.

Learn how to transform your team with these hiring best practices.

Watch the Webinar: learn.kayako.com/webinar-our-5-step-process-to-hire-for-excellence

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Our 5 step process to hire for excellence - Kayako webinar slides

  1. 1. Hire for Excellence Our 5 Step Process to
  2. 2. Sarah Chambers Director of Support Jamie Edwards Co-Founder and COO
  3. 3. Grow your business through better customer service with Kayako, the unified customer service platform. Used by over 131,000 support heroes to deliver effortless customer service kayako.com @kayako
  4. 4. Our 5 Step Process to Hire for Excellence Phone screening The first round interview A take home test Second round interviews - the “Focus” interview Founder fit interview BONUS: Chasing up references
  5. 5. The first step before ANY hiring!
  6. 6. The first step before ANY hiring! Align your hiring team
  7. 7. You need a candidate scorecard, and an interview structure. How to align your hiring team
  8. 8. How to align your hiring team The Scorecard: The scorecard is not a list of job requirements. It’s a description of the results you want the candidate you hire to achieve.
  9. 9. Scorecard: Behavioral traits and skills CSS HTML Troubleshooting Honest Intuitive Respectful Empathetic Detailed Customer support Written communication Problem solving Time management Technical Skills Personality traits Skills Good to have Experience in (your industry) Remote working experience Second language 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 27
  10. 10. How to align your hiring team Mission You are trying to accomplish a specific mission and you need a candidate who can do it. Outcomes Many job descriptions go wrong because they describe activities instead of results. Competencies Define the characteristics of the candidate you are trying to hire. Competencies are both behavioral and cultural.
  11. 11. Phone Screening
  12. 12. Phone Screening Why phone screen?
  13. 13. Phone Screening How to use a 30-minute phone call for screening candidates
  14. 14. The first round interview
  15. 15. The first round interview Use the Topgrading approach to interviewing The idea is to find out is to find out how their career path has progressed You are not trying to grill the candidate into submission Source: topgrading.com
  16. 16. The first round interview Use the Topgrading approach to interviewing For every job in a person’s career history, ask the following questions: Source: topgrading.com
  17. 17. The first round interview Use the Topgrading approach to interviewing For every job in a person’s career history, ask the following questions: What were you hired to do? What accomplishments are you most proud of? What were some low points during that job? Who were the people you worked with? Why did you leave that job? Source: topgrading.com
  18. 18. A take home test
  19. 19. A take home test Create a test that is concise, but will help you evaluate core competencies that are most important for the position. Hi Support, Your system is impossible to use! When tickets are closed, I want them to stay closed. Why can customers keep opening them? It means I can’t get the right data from closed tickets. Why don’t you have a status beyond closed to keep tickets from reopening? This is ridiculous, I need you to fix this yesterday. Thanks. Jesse.
  20. 20. Second round interviews the “Focus” interview What is a Focus interview? Geoff Smart’s, Who: The A method to hiring
  21. 21. Focus interview best practices: Three team members conduct separate, one-on-one interviews Interviews last between 45 and 60 minutes Give your team members a scorecard to focus their attention and questions around Uncover specific items on your scorecard within these themes: Technical skills Personality traits Essential skills Good to have
  22. 22. Founder fit interview
  23. 23. What is the founder fit interview, and who is it for? Founder fit interview
  24. 24. BONUS: Chasing up referencesBONUS: Chasing up references
  25. 25. BONUS: Chasing up references How to contact a candidate’s references, and what to ask them:
  26. 26. BONUS: Chasing up references How to contact a candidate’s references, and what to ask them: Be open about wanting to contact their reference Review your interview notes to select the people to call to get the information you need
  27. 27. “In what context did you work with the candidate?” “What were the candidate’s biggest strengths?” “What were the candidate’s biggest areas for improvement back then?” “How would you rate his/her overall performance in that job on a 1-10 scale? What about his or her performance causes you to give that rating? “The candidate mentioned that he/she struggled with in that job. Can you tell me more about that?” (Learn to listen between the lines.) Some questions to ask references:
  28. 28. Introduction and screening call First interview Take home test Interview with you and a team lead Founder fit interview We like to follow these hiring steps Your interview should have taken this structure:
  29. 29. Questions? Interview structure is the way to hire for excellence!

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