Y通信公司呼叫中心劳务派遣员工职业生涯管理研究
发布时间：2018-11-18 22:06
【摘要】：通信行业呼叫中心其技术、劳动与智力密集的服务行业特征使其本来就对人力资源的管理要求很高,同时其员工的劳务派遣身份更带来员工职业安全感低、流失率偏高等诸多不稳定问题,因此如何从职业生涯管理的角度,提升员工的积极性,是通信行业呼叫中心人力资源管理员工激励方面新的研究内容。 本文以Y通信公司呼叫中心劳务派遣员工为研究对象,从职业生涯管理角度研究呼叫中心的一种新的员工激励机制。Y通信公司呼叫中心职业生涯管理存在体系不健全和形式单一、人才梯队建设不合理和人才缺乏、呼叫中心工作性质和员工劳务派遣身份所带来的职业发展不畅等问题。针对这些问题,对呼叫中心实施职业生涯管理的设计思路和关键环节进行研究,从职业发展、能力评价、人才培养、动态维护四个角度提出了一套呼叫中心职业生涯管理的具体实施体系方案,最后对呼叫中心职业生涯管理体系实施保障条件的提出了人员、文化、相关激励机制的保障思路。 本文是力图通过建立一套实操性强的通信行业呼叫中心劳务派遣员工职业生涯管理体系,以期对通信行业呼叫中心的职业生涯管理研究、激励机制建立、员工忠诚度提升等方面具有一定的参考价值和借鉴意义。
[Abstract]:The technical, labor and intelligence intensive service industry features of the call center in the communications industry make it highly demanding on the management of human resources. Meanwhile, the labor dispatch status of its employees also leads to a low level of professional sense of security. So how to improve the enthusiasm of staff from the perspective of career management is a new research content of human resources management staff motivation in communication industry call center. In this paper, Y communication company call center labor dispatch staff as the research object, From the point of view of career management, this paper studies a new employee incentive mechanism of call center. The system of career management of call center in Y communication company is not perfect and the form is single, the construction of talent echelon is unreasonable and the talent is short of. Call center work nature and employee labor dispatch status brought about by the poor career development and other issues. Aiming at these problems, this paper studies the design ideas and key links of career management in call center, including career development, ability evaluation, talent training, etc. This paper puts forward a set of specific implementation system scheme of career management in call center from four angles of dynamic maintenance, and finally puts forward the guarantee ideas of personnel, culture and relevant incentive mechanism for the implementation of career management system of call center. This paper tries hard to establish a set of professional career management system of labor dispatch staff in call center of communication industry, in order to study the career management of call center in communication industry, and establish the incentive mechanism. Staff loyalty promotion and other aspects have certain reference value and reference significance.
【学位授予单位】：云南大学
【学位级别】：硕士
【学位授予年份】：2012
【分类号】：F272.92;F626
本文编号：2341404
[Abstract]:The technical, labor and intelligence intensive service industry features of the call center in the communications industry make it highly demanding on the management of human resources. Meanwhile, the labor dispatch status of its employees also leads to a low level of professional sense of security. So how to improve the enthusiasm of staff from the perspective of career management is a new research content of human resources management staff motivation in communication industry call center. In this paper, Y communication company call center labor dispatch staff as the research object, From the point of view of career management, this paper studies a new employee incentive mechanism of call center. The system of career management of call center in Y communication company is not perfect and the form is single, the construction of talent echelon is unreasonable and the talent is short of. Call center work nature and employee labor dispatch status brought about by the poor career development and other issues. Aiming at these problems, this paper studies the design ideas and key links of career management in call center, including career development, ability evaluation, talent training, etc. This paper puts forward a set of specific implementation system scheme of career management in call center from four angles of dynamic maintenance, and finally puts forward the guarantee ideas of personnel, culture and relevant incentive mechanism for the implementation of career management system of call center. This paper tries hard to establish a set of professional career management system of labor dispatch staff in call center of communication industry, in order to study the career management of call center in communication industry, and establish the incentive mechanism. Staff loyalty promotion and other aspects have certain reference value and reference significance.
【学位授予单位】：云南大学
【学位级别】：硕士
【学位授予年份】：2012
【分类号】：F272.92;F626
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相关期刊论文 前3条
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3 欧阳元华;;派遣制员工管理思考[J];信息网络;2006年07期
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