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Hire for ExcellenceOur 5 Step Process to
Sarah ChambersDirector of Support
Jamie EdwardsCo-Founder and COO
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
Our 5 Step Process to Hire forExcellence
Phone screening
The first round interview
A take home test
Second round interviews - the “Focus” interview
Founder fit interview
BONUS: Chasing up references
The first step before ANY hiring!
The first step before ANY hiring!
Align your hiring team
You need a candidate scorecard, and an interview structure.
How to align your hiring team
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.
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
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How to align your hiring team
MissionYou are trying to accomplish a specific mission and you need
a candidate who can do it.
OutcomesMany job descriptions go wrong because they describe
activities instead of results.
CompetenciesDefine the characteristics of the candidate you are trying to
hire. Competencies are both behavioral and cultural.
Phone Screening
Phone Screening
Why phone screen?
Phone Screening
How to use a 30-minute phone call forscreening candidates
The first round interview
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
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
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
A take home test
A take home testCreate 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.
Second round interviewsthe “Focus” interviewWhat is a Focus interview?
Geoff Smart’s, Who: The A method to hiring
Focus interview best practices:Three team members conduct separate, one-on-one interviews Interviews last between 45 and 60 minutesGive your team members a scorecard to focus their attention and questions aroundUncover specific items on your scorecard within these themes:
Technical skillsPersonality traitsEssential skillsGood to have
Founder fit interview
What is the founder fit interview,and who is it for?
Founder fit interview
BONUS: Chasing up referencesBONUS: Chasing up references
BONUS: Chasing up references
How to contact a candidate’s references,and what to ask them:
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
“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:
Introduction and screening call First interviewTake home testInterview with you and a team lead Founder fit interview
We like to follow these hiring stepsYour interview should have
taken this structure:
Questions?
Interview structure is the way tohire for excellence!