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HRM- Job/Task Analysis for customer call center

Develop a job / task analysis for an entry-level job in a customer service call center

Prepare a two to three (2-3) page analysis in which you:
1. Locate several job descriptions that apply to the position you have selected from the list above.
2. Compare the common tasks and behavioral objectives contained within the job descriptions or lists of duties.
3. Create a customized job / task analysis using the information you have found.
4. Describe the organizational situation that will benefit from this type of job / task analysis.
5. Identify opportunities for appropriate training to support this job and its corresponding tasks.
6. Use at least three (3) quality academic resources in this assignment.

Solution Preview

The role of Customer Service is critical to the success of any organization. As a representative of the company working in a customer service role, that employee is the voice of the entire organization. How they act or react to customers can leave a long lasting impression (Sieben, 2009).

Even though many of these jobs do not pay a high salary, the importance of the customer service role should never be disregarded as a non essential position. As a customer service call center operator, the importance of patience and professional skills are more important as this role is the organizations first line of representation to the consumer. Some of the common titles and similar roles associated with Call Center Customer Service are; Customer Service Specialist, Receptionist, Administrative Assistant, Front Office Clerk, Customer Sales Representative, and Customer Support (Sieben, 2009).

The synergetic job components of each of these roles is to support the needs of the customers through numerous outlets such as; answering customer complaints through phone, internet, or other means. These tasks are commonly handled through an interactive work station where customer interaction is necessary to complete business needs such as; an operator at a credit card company, a service agent at a financial institution, a travel agent ...

Solution Summary

The role of Customer Service is critical to the success of any organization. As a representative of the company working in a customer service role, that employee is the voice of the entire organization. How they act or react to customers can leave a long lasting impression (Sieben, 2009).

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