Diseño de un Plan de gestión para el mejoramiento del talento humano en un call center de la ciudad de Medellín
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Date
2021-11
Authors
Cardona Gil, Sara
Estrada Victoria, Johana
Advisors
Zapata Gómez, Ligia Liliana
Editors
Journal Title
Journal ISSN
Volume Title
Publisher
Corporación Universitaria Minuto de Dios
Type
Thesis
Rights
Atribución-NoComercial-SinDerivadas 2.5 Colombia
Abstract
El siguiente trabajo trata sobre los factores que influyen en la rotación de personal de un call center en la ciudad de Medellin, para conocer estas causas se realizó una investigación bibliográfica de porque en otros países se presenta la rotación de personal en este sector, luego se realizó una encuesta a los colaboradores la cual permite identificar aspectos socio demográficos, motivaciones, metas a largo plazo, percepción del ambiente, carga laboral, relación con los lideres y el motivo porque se renuncia al puesto en el call center. Luego se realizó una entrevista a los lideres de la persona con el fin de conocer cuáles son las metas exigidas, el nivel de presión de presión que se ejerce a los trabajadores, los criterios que utilizan para evaluar a un empleado y como perciben su relación con las personas que tienen a cargo, adicional saber cuáles son las
condiciones laborales: contrato, salario, horarios que se manejan dentro de la empresa. Con los resultados de obtenidos se realiza una matriz de priorización la cual muestra los ítems en los que se debe trabajar el diseño del plan mejoramiento de calidad, el cual se realiza como último paso para tratar de disminuir la rotación de personal que se presenta dentro de la empresa en las áreas que tienen call center.
The following work deals with the factors that influence the turnover of staff in a call center in the city of Medellin. To find out these causes, bibliographic research was carried out on why in other countries their turnover of staff in this sector is, then I carry out a survey to the collaborators which allows to identify socio-demographic aspects, motivations, long-term goals, perception of the environment, workload, relationship with the leaders and the reason for resigning the position in the call center. An interview was then carried out with the leaders of the person in order to know what the required goals are, the level of pressure applied to the workers, the criteria they use to evaluate an employee and how they perceive their relationship with the people who are in charge, additional to know what the working conditions are: contract, salary, schedules that are managed within the company. With the results obtained, a prioritization matrix is made which shows the items on which the design of the quality improvement plan must be worked, which is carried out as the last step to try to reduce the turnover of personnel that occurs within the company in the areas that have a call center.
The following work deals with the factors that influence the turnover of staff in a call center in the city of Medellin. To find out these causes, bibliographic research was carried out on why in other countries their turnover of staff in this sector is, then I carry out a survey to the collaborators which allows to identify socio-demographic aspects, motivations, long-term goals, perception of the environment, workload, relationship with the leaders and the reason for resigning the position in the call center. An interview was then carried out with the leaders of the person in order to know what the required goals are, the level of pressure applied to the workers, the criteria they use to evaluate an employee and how they perceive their relationship with the people who are in charge, additional to know what the working conditions are: contract, salary, schedules that are managed within the company. With the results obtained, a prioritization matrix is made which shows the items on which the design of the quality improvement plan must be worked, which is carried out as the last step to try to reduce the turnover of personnel that occurs within the company in the areas that have a call center.
Description
Keywords
Call center, rotación de personal, motivación, lideres, estrés, trabajo bajo presión, calidad, Call center, staff turnover, motivation, leaders, stress, work under pressure, quality