When is the Right Time to Promote an Employee?

As a manager, it’s part of your job to identify and groom the next generation of leaders within your company. You may have a good idea of what an employee’s next step should be, but how do you determine exactly when to promote them?

If you act too soon, an individual may be overwhelmed by their new responsibilities. On the other hand, if you wait too long, they may become frustrated or resentful, or even seek out a better opportunity elsewhere.

Ready for Promotion If …

Employees who are ready for promotion are likely to exhibit the following leadership traits:

They seek out new challenges. When employees proactively look for challenging assignments, and then see them through successfully, it’s a clear sign of leadership potential. Leverage their past performance data, and identify where they have excelled. Then, give them a promotion that leverages those strengths.
They consistently demonstrate their positive impact. Have an ongoing conversation with employees who consistently exceed goals and expectations. Explore their short- and long-term aspirations. Identify areas of interest that align with your organizational vision; from there, you can determine the next step.
They show a high level of emotional intelligence. Having strong EI means a person is able to connect with various personalities and shows empathy for both co-workers and clients. People with high EI are not only good leaders, they also attract other high-potential talent.
They take responsibility for failures, as well as victories. How someone handles setbacks and obstacles is a sign of how willing they are to grow into any promotion you may have in mind for them.
They’re already working at the next level. It’s common for natural leaders to be doing aspects of a role, even before they actually get the position. Along the same lines, they routinely spot and solve organizational problems and move ahead with solutions.
They don’t complain. Even when their plates are full, if someone asks for their help, they agree with reasonable requests that make the best business sense. They understand the end goal is to help the company grow. They’re willing to go above and beyond and break down walls to get the job done.

As you fine-tune and implement your successful talent management strategy, partner with the experts at Pridestaff Fresno. We can assist with staff development, succession planning, sourcing and hiring, and all the steps necessary to building your team for today and the future. Contact us today to learn more.

6 Tips for Hiring the Right Receptionist

Skilled receptionists are in high demand, and the best candidates don’t stay in the job market for long. And because they are often the first point of contact with your customers, you don’t want to settle when it comes to filling this position.

Follow these tips to ensure you find the right combination of experience and personality in your next receptionist:

Define the job.

Determine exactly what the scope of your receptionist’s responsibilities will be. Communicate this clearly in your job description and posting. By using defined criteria, you will identify the right prospect more quickly and avoid losing the best candidate to a competitor.

Remember that first impressions matter.

How someone is greeted in person or on the phone is a direct reflection on your business. Your first impression of a candidate for a receptionist position is just as important. Consider their poise and polish, as well as interpersonal skills, wardrobe and appearance. You want to hire someone who collaborates easily, gives and receives criticism gracefully, and rises above office politics. Think about how you want to be represented.

Strong communication skills are key.

Active listening and good communication skills are a must for a receptionist. Vocal clarity is critical for answering phone calls – as is the ability to concisely explain complex services, procedures, directions and guidelines. Communication strength also applies to such duties as scheduling and changing meetings and other appointments.

Look for someone who can think on their feet.

More than the average employee, a receptionist typically deals with unexpected situations, such as calls from upset customers, uncommon requests and unusual questions. Look for a candidate who is adaptable and can multitask without getting flustered. Prepare some surprising behavioral interview questions, so you can gauge how a person responds when put on the spot.

Check for technical prowess.

The more adept a candidate is with job-related technology, the better. This applies not only to phone systems, copiers and printers, but also to word processing, Excel, desktop publishing, social media and any platforms or programs specific to your industry.

Pay competitively.

Find out what the typical wage range is for receptionists in your area. If possible, pay at the high end or even a little above it, so you can attract and retain the best people.

In order to source the strongest talent for your receptionist and other administrative positions, you need a nimble and innovative staffing partner. Working with PrideStaff Fresno, you can be assured the best tools and techniques are available, so you can achieve your desired hiring results quickly and successfully. Contact us today to set up an informational meeting.

Red Flags to Look for at a Job Interview

Deciding whether to accept a job offer, or proceed to the next level of a company’s hiring process, is up to you. During an interview, remember: You are evaluating an employer just as much as they are evaluating you.

Keep Your Eyes Open

Pay close attention during your interview, not just to the verbal messages you receive, but also to your interviewer’s demeanor and other subtle – or perhaps not so subtle – signs. If certain things don’t look or feel right, it can only go downhill from there.

Red flags to be aware of include your interviewer:

Showing up more than a few minutes late. A prospective employer should be respectful of your time. It’s not a good sign if an interviewer keeps you waiting for a lengthy period, without a reasonable explanation.
Bad-mouthing the employee you would be replacing. This shows poor character and judgment, and does not speak well for the organization as a whole.
Being unfamiliar with your resume. This is especially disturbing if your interviewer is the person to whom you would be reporting, if hired. It shows a lack of preparation and interest.
Asking personal questions. Interviews should be objective and un-emotional. In general, asking personal questions is off limits.
Checking their phone during your meeting. If they’re going to be your employer and they’re not paying attention now, chances are they won’t when you become their employee, either.
Being unable to clearly explain the role. A job interview shouldn’t leave you with more questions than you had going in. Don’t hesitate to speak up as needed and ask for details or clarification of information. It’s important from the onset you can clearly answer the question, “What will I be doing?”

Get a Feel for Company Culture

Be objective and observant about company culture as well. Signs that something may be amiss are:

Rudeness: If you experience employees treating one another rudely – during your interview or a tour of the workplace – keep in mind this is a situation where they should be on their best Can you imagine what their worst would look like?
Signs of high turnover: If an interviewer divulges that a position is being filled for the second or third time in the recent past, it’s critically important to ask why. If there’s a history of unusually high turnover in the job or the department, think twice before moving forward.

As you prepare for your interview, consider working with a career counselor from PrideStaff Fresno. We can help ensure you’re at your best when the big day arrives – and throughout your job search process. Read our related posts or contact us today to learn more.

The Secrets to a Great Phone Interview

Companies use phone interviews as their initial screen of candidates, so they can determine which ones will be invited in for a face-to-face meeting. Often, phone interviews are prearranged, but it’s possible you may receive a surprise call. Either way, the key to success is being prepared.

Helpful Tips

Preparation for a phone interview is similar to getting ready for an in-person interview, with some exceptions.

Don’t blow your chances before you even get started. While you’re in the process of a job search, always answer your phone professionally. Likewise, make sure your outgoing voicemail message is tasteful and appropriate.
Compile lists. These include a summary of your strengths and weaknesses, answers to typical interview questions, and the questions you plan to ask during the interview.
Review the job description. Take time to match your qualifications to key requirements.
Research the company and your interviewers. Assess how you can best build rapport, which can be a bit more challenging on the phone than in person.
Confirm the details ahead of time. Double-check the date and time of your interview, and whether the hiring manager is calling you, or vice versa. If you receive an unplanned call and it’s not a good time, politely request a call back.
Not only will this help you rehearse your answers, it also will make you realize if you have any verbal ticks, fail to enunciate or speak either too softly or too loudly. Have a trusted friend conduct at mock interview with you. Record it, so you can hear how you sound.
Prepare your interview space. It should be quiet and comfortable. Eliminate any background noise or interruptions. Your sole focus should be on the interview. Lay out your notes; this is one of the advantages to interviewing on the phone. But remember: You don’t want to appear disorganized or be heard shuffling through pages. Have a pen and paper handy to take notes, as well as a glass of water in case you need it. Turn your call waiting off, and make sure your reception is good.
Consider using a headset. Then, you can walk around, use your hands as you typically would when speaking and more easily refer to your notes.

During your interview:

Speak slowly and clearly.
Use the person’s formal title. Only use their first name if they have specifically asked you to.
Even though your interviewers can’t see you, this projects a positive image and helps you relax and feel less stressed.

With the right preparation and confidence, you’ll succeed in giving your interviewers just what they want: the perfect candidate for the job.

Let the career counseling experts at PrideStaff Fresno make your job search experience as positive, efficient and successful as possible. We have a long track record of matching the best talent with leading employers throughout California’s Central Valley. Contact us today so we can tell you more.

How to Craft the Perfect Call Center Resume

As a call center job candidate, an effective resume ensures your search process reaches the next level of success: being contacted for an interview with a prospective employer.

Your resume must illustrate your skills in customer service at the highest level. It should demonstrate your strong working knowledge of relevant practices, policies and procedures, as well as your ability to listen, communicate and bring questions and problems to quick resolution. If you’re in sales, there’s an added requirement: maximizing conversion rates.

The bottom line is: you need a resume that sets you apart from the competition … one that captures and holds the attention of a hiring manager.

Dissect the Job Description

Thoroughly review the job description or posting for the specific position, so you know exactly what the employer is looking for. Make sure your resume includes keywords from the JD, and clearly portrays you as the best person for the job. This includes highlighting your strengths in:

Handling stressful calls: Be prepared with specific examples of how you’ve achieved success in past situations. Include any professional training you’ve completed in areas such as communications, dealing with difficult people and conflict resolution.
Achieving results: Use numbers whenever possible. Data and percentages speak volumes. For example, include statements such as these on your resume: “achieved a customer satisfaction rating of 95 percent within six months, exceeding company expectations” or “cross trained more than 150 staff members in three years.”
Mastering technology: Highlight your knowledge of relevant hardware, software, phone systems, data entry and applications.

It’s critically important to emphasize your professionalism and soft skills as well. In addition to critical thinking and troubleshooting finesse, show how you have maintained high levels of patience and efficiency while minimizing customer dissatisfaction and building loyalty to your company’s products or services.

Partner With the Right Staffing Agency

Whether you’re an experienced veteran or are just getting your feet wet as a call center representative, working with a staffing firm that specializes in customer service can make all the difference. PrideStaff Fresno can help you optimize your opportunities and find the temporary or full-time job that’s right for you. Read our related posts or contact us today to learn more.

How Employees Benefit From Continuous Training

Effective training should start on day one of an employee’s tenure at your company and become successive as a person grows within the organization. The short-term expense is well worth the long-term gains, as you develop satisfied, qualified, productive workers.

Recent research showed that 40 percent of employees who received poor training left their jobs within the first year. Training that develops people toward their long-term career goals is good for everyone involved.

Why You Should Build a Robust Training Program

In addition to boosting job satisfaction and retention, your robust, continuous training program enhances:

Morale: Well-trained employees naturally feel better about and have a greater love for their work. The more knowledge people are equipped with, the more capable people are in accomplishing their personal, as well as professional, goals.
Efficiency: When people have a sharp knowledge of their jobs, they move tasks more quickly through your systems. This reduces stress levels, and as things get done on time, makes for a better work/life balance. Late nights, weekends marred by trips into the office to catch up, and taking work home – literally or figuratively – become the exception versus the rule.

Of course, your business as well as your people reap the benefits as:

Customer relations improve: As employees are better equipped to handle inquiries and solve problems, this carries over into better sales and service.
Flexibility grows: You can cross train people to be capable in multiple areas of your business, such as administration and operations, as well as sales and customer service. This is a huge help when you need to adjust schedules or fill in for absences. Cross training also fosters team spirit, as workers more fully appreciate the challenges faced by their colleagues.
You stay up to date on your industry and technology: Constant training keeps both you and your employees current. Part of your training program should focus on competitive analysis. This provides an incentive not only for your employees, but also for you and your senior managers, to stay on track.
Your employer brand is built: Companies with the reputation of being a great place to work attract the best talent. It’s that simple. With great training, you will draw candidates who are hungry for growth, advancement and success.

Working as your staffing and workforce development partner, PrideStaff Fresno can help develop the solutions you need to keep your talent management strategy on track and ahead of the competition. Contact us today to set up an informational meeting.

What Hiring Managers Should Look for in Resumes

A job candidate’s resume is their first introduction to you, the hiring manager responsible for matching the best talent with the right roles. Hiring mistakes are devastatingly costly to everyone involved – starting with you, your HR team and your organization. They hurt candidates, too, so you want to avoid them at all cost. It’s critical you practice due diligence and know what to look for in a resume. Don’t settle … you can’t afford it!

What to Look For

A pile of resumes can be daunting by their sheer number alone. But there are some key criteria with which you can quickly narrow the field. These include:

Relevant recent experience: How long did a candidate spend in their most recent position? If it was a short time, what happened? Or, are they still there, but looking to make a move after a short tenure? Most importantly, is their experience there relevant to the position for which you are hiring?
Career progression: Especially if you’re hiring for a specialized or senior-level position, successful career progression is essential. Has a candidate had increasing levels of responsibility? And, did those responsibilities align with what you’re looking for in a prospective hire?
Company recognition: Credibility counts! There are certain positive – or negative – assumptions you can make based on which companies a candidate has worked for. Assigning the right frame of reference is difficult if an individual has only worked for obscure organizations you’ve never heard of. If you don’t recognize a person’s past employers, you need to dig deeper.
Quantitative results: Single out individuals who, in past roles, have delivered on their objectives. Look for data, percentages and dollar figures to justify their successes.
Professionalism: A resume presents an applicant with a chance to put their best foot forward. Look for proof of this. For starters, there should be no typos, spelling or grammatical errors. Also, pay attention to the language and tone of the resume and any accompanying materials. They should be professional, honest, confident and upbeat.

What to Avoid

Just as there are positive resume characteristics, there also are some red flags to avoid, such as:

Templates: If a person can’t create their own resume, how innovative will they be as a member of your workforce?
Dishonesty: There is simply no room for dishonesty, or even exaggeration, in resumes. The truth will come out. Any apparent lapses in a person’s integrity or ethics are not something you want to take on.
Unnecessary length: With some exceptions, resumes should be limited to one or two pages. Every word should be relevant. For instance, you probably don’t need the details of a job held in 1988.

Screening and hiring the best talent for your business is no small task. Let the pros at PrideStaff Fresno blend your requirements with our extensive experience in talent management for areas including administration, customer service, healthcare, production and distribution, IT, finance and legal support. Read our related posts or contact us today to learn more.

The Secrets to a Great Phone Interview

Companies use phone interviews as their initial screen of candidates, so they can determine which ones will be invited in for a face-to-face meeting. Often, phone interviews are pre-arranged, but it’s possible you may receive a surprise call. Either way, the key to success is being prepared.

Helpful Tips

Preparation for a phone interview is similar to getting ready for an in-person interview, with some exceptions.

Don’t blow your chances before you even get started. While you’re in the process of a job search, always answer your phone professionally. Likewise, make sure your outgoing voicemail message is tasteful and appropriate.
Compile lists. These include a summary of your strengths and weaknesses, answers to typical interview questions, and the questions you plan to raise during the interview.
Review the job description. Take time to match your qualifications to key requirements.
Research the company and your interviewers. Assess how you can best build rapport, which can be a bit more challenging on the phone than in person.
Confirm the details ahead of time. Double-check the date and time of your interview, and whether the hiring manager is calling you, or vice versa. If you receive an unplanned call and it’s not a good time, politely request a call back.
Not only will this help you rehearse your answers, it also will make you realize if you have any verbal ticks, fail to enunciate or speak either too softly or too loudly. Have a trusted friend conduct at mock interview with you. Record it, so you can listen to how you sound.
Prepare your interview space. It should be quiet and comfortable. Eliminate any background noise or interruptions. Your sole focus should be on the interview. Lay out your notes; this is one of the advantages to interviewing on the phone. But remember: You don’t want to appear disorganized or be heard shuffling through pages. Have a pen and paper handy to take notes, as well as a glass of water in case you need it. Turn your call waiting off, and make sure your reception is good.
Consider using a headset. Then, you can walk around, use your hands as you typically would when speaking and more easily refer to your notes.

During your interview:

Speak slowly and clearly.
Use the person’s formal title. Only use their first name if they have specifically asked you to.
Even though your interviewers can’t see you, this projects a positive image and helps you relax and feel less stressed.

With the right preparation and confidence, you’ll succeed in giving your interviewers just what they want: the perfect candidate for the job.

Using Behavioral Interviews to Find the Right Candidate

A behavioral approach to interviewing can take the guesswork out of hiring with a structured process that helps you better assess candidates’ knowledge, skills, work styles and other relevant competencies – as you narrow the field toward your final decision. Behavioral questions delve into an individual’s actions and results in past work situations that are relevant to the position you’re seeking to fill.

The Benefits of a Behavioral Interview

The goal of your interview process is to predict how well a candidate would perform as part of your team. The best talent will have solid examples and reasons for making the decisions and taking the actions they did.

The benefits of asking behavioral interview questions include:

They allow you to gain more detailed information on candidates. This improves your hiring process and helps you make better talent management choices.
They leave candidates with a positive impression of your company. Candidates will tell others about their interview experience. It’s a plus for your employer brand image if they perceive that you’ve put significant time and effort into an interview. A behavioral approach highlights the professionalism of your company, as well as the care that goes into selecting the right team members.

How to Get the Most Out of a Behavioral Interview

A behavioral interview helps ensure you don’t let the best candidates slip through the cracks. The key is to be prepared – and let your confidence and knowledge show.

Analyze the job description. Make sure all your questions relate to the requirements of the position, in terms of both hard and soft skills.
Carefully review the candidate’s resume. Then, you can tailor each question to their specific experiences and accomplishments.
Practice active listening. Let the candidate speak at least 80 percent of the time. Some experts raise the bar as high as 90 percent – but the bottom line is: Let the candidate talk, while you listen and ask leading questions to keep the conversation moving.
Ask for details. Dig below the surface for details that may yield important information. Use follow-up questions, such as, “Can you elaborate on that?” and “Tell me more about how you handled that situation.”
Use the CAR acronym. Guide candidates to give you the context of each situation, as well as the specific action they took and the results of that action.
Focus on the positive. Candidates may expect – and rehearse for – questions about the negative experiences in their past. Balance this out by asking about positive situations and outcomes. You’re more likely to get an impassioned, candid response. Also, this helps you evaluate an individual’s degree of humility, generosity and collaboration.

As you fine-tune your hiring process – and even as you source the best talent – consider partnering with the experts at PrideStaff Fresno. We’ll help develop your HR strategies for optimal success and realize the results you need. Contact us today to set up an information meeting.

How to Handle a Candidate Whose Background – But Not Personality – Fits the Criteria

Skills versus personality … which one is more important in a job candidate?

A successful long-term employee has a personality that matches both their role within your company and your workplace culture. And while skills, knowledge and ability can be developed with experience, an employee’s personality is unlikely to change.

In one study of more than 500 HR leaders, 78 percent chose “personality” as the quality they most desired in their employees. This was followed by “cultural alignment” and lastly, “skill set.”
As noted by Richard Branson, founder of the Virgin Group, “the first thing to look for when searching for a great employee is somebody with a personality that fits your company culture. Most skills can be learned, but it is difficult to train people on their personality. If you can find people who are fun, friendly, caring, and love helping others, you are on to a winner.”

Hiring is a Balancing Act

The obvious first step in assessing any job candidate is reviewing their resume for evidence of hard skills. When you reach the interview stage, the focus shifts. This is your opportunity to really get to know an individual and gain insight into their personality and fit for the job.

Ask the right questions. Dig below the surface so you fully understand a candidate’s motivation for applying. Questions like these provide a more in-depth look at a person’s work ethic and character: “What kinds of tasks to you like and dislike? What is an example of something you’ve done professionally that you are proud of? What is one thing you hope to never do again?” and “What did you learn about yourself in your last job?”
Include multiple people in the interview process. People work effectively together when personalities match. When you interview a prospect, involve those who will work alongside them if they are hired. Their opinions can be invaluable when it comes to personality, team dynamics and cultural fit.
Watch for nonverbal clues. Observe a candidate’s body language. For instance, if the role will require them to drive challenging situations forward, look for signs of assertiveness and confidence. If an individual demonstrates personality traits that clash with the position or your current team, reconsider hiring them – regardless of how promising their resume looks.
Work with a specialized recruitment firm. Partner with a staffing agency that has a full understanding and familiarity with you, your company and your culture. They can help ensure you strike the right balance for successful candidate sourcing, screening, interviewing and hiring.

The PrideStaff Fresno team has a proven track record of matching top talent with leading employers. This starts with initial screening and resume review, and carries through to long-term hiring success. Read our related posts or contact us today for more information.