A公司呼叫中心项目人力资源管理研究

发布时间：2018-06-04 01:16

本文选题：呼叫中心项目 + 人力资源管理　；参考：《西安石油大学》2012年硕士论文

【摘要】：近些年来,国内呼叫中心产业规模日益扩大,对呼叫中心行业的服务水平、综合管理水平需求不断提高。呼叫中心行业特性是人员密集、人力管理幅度大、难度大,提升呼叫中心的综合管理水平,最核心、最困难的就是提升人力资源管理水平。传统的人力资源管理已不能满足需求,本文针对呼叫中心行业在人力资源管理方面存在的问题,以项目人力资源管理理论进行了研讨,为呼叫中心项目的人力资源管理提出了新思路。本论文运用项目人力资源管理的理论与方法,构建呼叫中心项目人力资源管理框架,在以项目经理负责制的项目管理模式下,提出呼叫中心项目人力资源管理机制。并运用所提出的呼叫中心项目人力资源管理机制,对A公司呼叫中心外包项目进行实证研究——项目的组织架构、项目成员招聘选拔、坐席代表培训开发、职业生涯规划、薪酬管理及绩效考核、团队建设及文化等。该论文具有一定的应用价值,为A公司呼叫中心外包项目的人力资源管理提供一种可供参考的解决方法和思路,通过该课题的研究以期达到项目人力资源相关管理理论与呼叫中心项目实践相结合,对呼叫中心项目的人力资源管理的实施提供理论支持及措施保障。对整个呼叫中心业内而言也值得借鉴。
[Abstract]:In recent years, the scale of domestic call center industry is expanding day by day, and the demand for service level and comprehensive management level of call center industry is increasing. The characteristic of call center industry is personnel intensive, manpower management range is large, difficulty is big, the most core, the most difficult is to improve the level of human resource management to improve the comprehensive management level of call center. The traditional human resource management can no longer meet the demand. In this paper, the problem of human resource management in call center industry is discussed, and the theory of project human resource management is discussed. A new idea is put forward for the human resource management of call center project. Based on the theory and method of project human resource management, this paper constructs the framework of call center project human resource management, and puts forward the mechanism of call center project human resource management under the project management mode of project manager responsibility system. Using the proposed human resource management mechanism of call center project, the paper makes an empirical study on the outsourcing project of company A call center-the organizational structure of the project, the recruitment and selection of project members, the training and development of seat representatives, and the career planning. Salary management and performance appraisal, team building and culture. This paper has certain application value, and provides a kind of reference solution and train of thought for the human resource management of the outsourcing project of call center in A company. Through the research of this subject, we hope to combine the theory of project human resource related management with the practice of call center project, and provide theoretical support and measure guarantee for the implementation of human resource management of call center project. For the entire call center industry is also worthy of reference.
【学位授予单位】：西安石油大学
【学位级别】：硕士
【学位授予年份】：2012
【分类号】：F272.92;F626

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