Análisis del clima laboral y su relación con la rotación del personal del departamento de Call Center internacional en la empresa Setel periodo 2015 – 2016
Fecha
2017
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Universidad de Guayaquil Facultad de Ciencias Administrativas
Resumen
Los cambios constantes a nivel empresarial hacen que las organizaciones amplíen su visión en el negocio donde se desenvuelven y la permanente competitividad lleva a las empresas a desarrollar competencia y estrategias para el logro de sus objetivos, las contrataciones y desvinculaciones constantes por parte del personal, representan una problemática para las organizaciones, pues la rotación de personal impide sin lugar a dudas a la empresa el desarrollo eficiente que se desea tener porque la productividad de la organización se ve afectada significativamente, sumado a esto, está el clima laboral en el que se desenvuelven, aquello que no se puede ver pero esta de manera constante y significativa todos los días en las actividades diarias que desarrollan los colaboradores, esta parte tan ínfima profesionalmente hablando que en una gran mayoría de casos es olvidada por las organizaciones y son el motor de cada día y que influye de manera directa dentro de los resultados que la empresa se ha planteado o se ha puesto al final de cada periodo establecido. La atención directa a estos puntos, clima laboral y la rotación frecuente en una empresa son temas de suma importancia para el crecimiento organizacional. Una vez tomado en consideración estos puntos y otros factores el cambio que se tenga en la empresa puede tonar un giro por completo para su desarrollo. En el presente trabajo se analizaran las variables que influyen en el desarrollo del clima laboral de una empresa que brinda servicios de Call Center, así como su relación con la satisfacción de los empleados, como fortalecer el estilo de liderazgo que se lleva a cabo de parte de los jefes inmediatos, establecer procedimientos operativos de manera clara para la solución rápida de cada problema que se presente, así como mejorar la comunicación entre Colaboradores y jefes inmediatos para lograr un clima laboral optimo, para mejoramiento del departamento de Call Center Internacional. Se estudiará de qué manera el clima laboral puede ser determinante en una organización para que alcance o no sus objetivos propuestos y cuáles son las consecuencias para una empresa que presenta estas características.
Constant changes at the corporate level make organizations broaden their vision in the business where it is developed and permanent competitiveness leads companies to develop technology and strategies to achieve their objectives, recruitment and constant disengagement by staff, Represent a problematic for the organizations, since the rotation of personnel prevents without doubt to the company the efficient development that wants to have the productivity of the organization has been affected significantly, added to this, is the work climate in which it developed , That which can not be seen but is constantly and important every day in the daily activities that the collaborators develop, this part so small professionally speaking that in a great majority of cases is forgotten by the organizations and the son of the engine Of each day and that directly influence the results that the emp Resa has been raised has established the end of each established period. The direct attention to these points, the work climate and the frequent rotation in a company are subjects of paramount importance for the organizational growth. Once taken into consideration these points and other factors the change that has in the company can be a whole for its development. In this paper we analyze the variables that influence the development of the working environment of a company that provides Call Center services, as well as its relationship with employee satisfaction, such as strengthening the style of leadership that takes part From the immediate heads, to establish operational procedures in a clear way for the quick solution of each problem that is presented, as well as to improve the communication between the collaborators and immediate bosses to achieve an optimum work climate, for the improvement of the International Call Center department. It is studied how the working environment can be determinant in an organization so that it reaches there are no proposed objectives and what are the consequences for a company that present these characteristics.
Constant changes at the corporate level make organizations broaden their vision in the business where it is developed and permanent competitiveness leads companies to develop technology and strategies to achieve their objectives, recruitment and constant disengagement by staff, Represent a problematic for the organizations, since the rotation of personnel prevents without doubt to the company the efficient development that wants to have the productivity of the organization has been affected significantly, added to this, is the work climate in which it developed , That which can not be seen but is constantly and important every day in the daily activities that the collaborators develop, this part so small professionally speaking that in a great majority of cases is forgotten by the organizations and the son of the engine Of each day and that directly influence the results that the emp Resa has been raised has established the end of each established period. The direct attention to these points, the work climate and the frequent rotation in a company are subjects of paramount importance for the organizational growth. Once taken into consideration these points and other factors the change that has in the company can be a whole for its development. In this paper we analyze the variables that influence the development of the working environment of a company that provides Call Center services, as well as its relationship with employee satisfaction, such as strengthening the style of leadership that takes part From the immediate heads, to establish operational procedures in a clear way for the quick solution of each problem that is presented, as well as to improve the communication between the collaborators and immediate bosses to achieve an optimum work climate, for the improvement of the International Call Center department. It is studied how the working environment can be determinant in an organization so that it reaches there are no proposed objectives and what are the consequences for a company that present these characteristics.
Descripción
Palabras clave
CLIMA, LABORAL, ROTACIÓN, PERSONAL