You are the only supervisor of a large customer service telemarketing unit consisting of 50 customer service representatives. Your reps primarily perform repetitive tasks such as taking calls, researching information, and answering customer inquiries. You are the sole supervisor of this large group.
Using the job characteristics model (JCM), describe how you might improve the jobs of your employees in order to improve motivation, performance, and job satisfaction.
Your submitted assignment should be 1-2 pages. Be sure to use proper spelling, punctuation, and grammar and cite your sources per APA.
Job characteristics model by Hackman and Oldham states that the kind of job the employees do will affect their motivation towards the job (Bohlander and Snell, 2010). For instance, a job that is challenging and always changing in terms of activities done will be highly motivating for the employees compared to a monotonous job which involves the same activities day in, day out. The motivation of the employees affects the overall performance of the company. This is observed by the reduced productivity by unmotivated employees.
Using job characteristics model, the job needs to be redefined to change the employee’s motivation by giving it more challenges….
353 words Added to cart