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changing lives all in a day's work

By unknown | Mar 11, 2008 | COMMENTS [ 0 ]

Maryanne Maina

Maryanne Maina

Quest specialises in providing staff for various industries including the financial services, telecommunications and retail segments of the economy.

Matheena Ismail is a senior service delivery manager in the Jozi resource centre at Quest.

She says: "[The resource centre] is where our candidates have access to a variety of positions best suited to their skills set that meet the requirements of our clients."

Ismail's duties include managing strategic and financial aspects of the resource centre; attracting and processing suitable candidates for positions; capacity planning of the resource centre so that it is capable of meeting the constant recruitment deadlines and re-engineering resource centre processes.

Ismail previously worked in a call centre but moved into recruitment at Quest in April 2007.

"We play a vital role in upskilling and empowering people throughout South Africa. The worst feeling in the world is to be unemployed, unhappy or underdeveloped in a job.

"We strive to place candidates in meaningful employment that is rewarding and stimulating to give them a sense of self-worth, independence, hope, a livelihood and possibly a long, sustainable career." Ismael says.

"Knowing that we are assisting to alleviate the unemployment crisis and seeing the light in the eyes of a person who has just been employed is extremely satisfying."

She sources her clients through the marketing and innovation team, which focuses on bringing in new clients. The service delivery managers grow the business within existing clients.

"All clients are demanding of the resource centre. They all want staff in the shortest lead time with the highest calibre.

We try to satisfy these demands by planning ahead and running recruitment drives and other innovative methods to attract the right calibre [of person]," she explains.

"We have also restructured our resource team to handle bulk recruitment more efficiently and ensure that each role is well focused on."

To work in this industry, previous work experience in a call centre, recruitment, industrial relations or human resources is very useful.

"To work in our resource centre, you are required to be super-organised and be able to plan and work to strict deadlines.

"You need a specialised recruitment skill to be able to match the right person to the right job consistently and do it all with integrity and quality, on time, every time.

"Patience and empathy for our candidates is required. Being passionate for people is necessary."

"There are so many people to employ. Sourcing candidates is a full- time job. I am always looking for good candidates," she says.

"One of our challenges is clients who want only experienced candidates.

"The other challenge is attrition in the workplace. Call centre agents often move laterally and test the field in different companies," explains Ismail.


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