This paper presents a staffing plan for Citizens Property Insurance Corporation's new customer care center in Florida. It outlines the staff management approach across two main areas: staff estimation and staff acquisition. The plan details headcount and scheduling for both non-customer-facing roles — including human resources, payroll, compliance, and technical operations — and customer-facing roles such as customer care and non-commission sales teams. It also addresses affirmative action compliance in recruiting, minimum qualification standards for each position, and the specific duties and training expectations assigned to each staff role.
This document explains Citizens Property Insurance Corporation's staffing plan for the opening of the new customer care center project. The purpose of this plan is to explain how the number and type of staff needed were determined, how recruiting was conducted, and how the hiring process meets all legal requirements. Citizens Property Insurance Corporation will ensure that the customer care center project is staffed with capable employees possessing the correct skills and experience to guarantee call center success (Health and Human Services Agency, 2007).
This staffing plan identifies the staff estimates and acquisition process used to manage the new facility. The plan describes the planning and acquisition of staff, along with the responsibilities that will be assigned to each position type.
The staff management process for the customer care center project consists of staff planning and staff acquisition. The new customer care center will serve Florida customers. For staff positions that do not require direct contact with customers by telephone or internet, the staffing estimates are as follows:
Human Resources: To ensure maximum efficiency, there will be two full-time human resources staff members. This will provide confidence that the new hire process runs smoothly on an ongoing basis.
Payroll Administration: One full-time payroll administrator will be required to meet the payroll needs of all employees.
Compliance Administration: There will be five compliance administrators, each working forty hours on a rotating schedule around the clock. This ensures that every shift has a compliance administrator available to address any health or safety concerns.
Technical Operations: There will be five technical operations staff members — one assigned to each of four shifts covering a twenty-four-hour period, with one additional position for coverage. A fully functional, constantly available technical staff is an extremely important asset for a location that depends on computer and telephone operations.
For staff positions requiring direct contact with customers by telephone or internet, the staffing estimates are as follows:
Customer Care Operations: The customer care operations staff will hold one of the two most important roles in customer relations. To provide twenty-four-hour customer service, Citizens Property Insurance Corporation will create four staff teams, each operating on regularly scheduled hours and rotating once per twenty-four-hour period. This team will begin with one hundred staff members. If necessary, staffing numbers will increase to meet demand.
Non-Commission Based Sales Staff: The non-commission based sales staff will hold the second of the two most important roles in customer relations. This team will also operate twenty-four hours each day, with four teams rotating once per twenty-four-hour period. Because the demand for insurance purchases is considerably lower than the demand for customer care services, this team will be smaller. Each team will have roughly ten members, for a total staff of forty.
To build the most well-rounded team possible, Citizens Property Insurance Corporation will hire from a variety of demographic backgrounds for this new location. Existing staff, new hires, and transfers from other insurance organizations will all be considered during the opening of the new facility.
"Recruitment process and affirmative action obligations"
"Duties, qualifications, and training for each role"
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