Gestão de pessoas: o caso da empresa Yes Contact Center no Município de Florianópolis/SC - Brasil
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2016
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A investigação proposta tem a finalidade de conhecer as causas de satisfação e insatisfação dos colaboradores
que fazem parte do setor de Call Center da empresa Yes Contact Center com a finalidade de oferecer subsídios
que contribuam para minimizar a incidência do grau de insatisfação dos colaboradores em relação a Gestão de
Pessoas desta organização. Neste sentido, este estudo tem como objetivo analisar as causas que conduzem a
satisfação e insatisfação dos colaboradores da Yes Contact Center no município de Florianópolis/SC perante o
clima organizacional da empresa. Como desdobramento desse objetivo, foi realizado o levantamento de
informações documentais a partir do parecer da Direção da Yes Contact Center acerca das estratégias utilizadas
para manter o grau de satisfação dos seus colaboradores. Baseados nessa preposição discutimos as questões
levantadas no inicio do trabalho relacionando-as com os resultados coletados no campo através do questionário
aplicado aos sujeitos da investigação. Como instrumento de coleta de dados foi inquerido um questionário com
27 perguntas a 14 colaboradores, ou seja, a totalidade dos trabalhadores da empresa Yes Contact Center com os
fatores que podem afetar o clima organizacional da empresa. A pesquisa quanto à metodologia é classificada
como um estudo de caso e quanto à abordagem classifica-se como mista, sendo qualitativa e quantitativa. Quanto
aos seus objetivos foi realizada a pesquisa exploratória, descritiva e explicativa. O delineamento complementar
foi composto pela pesquisa bibliográfica, documental e pesquisa de campo. Assim, através dessa pesquisa foi
possível identificar que os aspectos positivos são: o estilo de gestão que a empresa adota e a qualidade de vida no
trabalho, através da disponibilidade dos recursos e materiais necessários. E dentre os fatores que merecem maior
atenção por parte da gestão, estão: trabalho em equipe e a remuneração/benefícios. Esses resultados são relativos
a essa pesquisa, mas possuem um poder explicativo em relação à realidade estudada, podendo também conter
ensinamentos para outras realidades que investiguem o mesmo objeto.
The proposed research aims to know the causes of satisfaction and dissatisfaction of employees who are part of the call center sector Yes Contact Center company in order to provide subsidies that will help minimize the impact of the level of dissatisfaction of employees in relation to People management of this organization. Thus, this study aims to analyze the causes that lead to satisfaction and dissatisfaction among employees Yes Contact Center in Florianópolis / SC to the organizational climate of the company. As an extension of that goal, we performed a study of documentary information from the opinion of the Yes Contact Center Management on the strategies used to maintain the level of satisfaction of its employees. Based on this preposition we discuss the issues raised at the beginning of the work relating them to the results collected in the field through the questionnaire administered to the subjects of the investigation. As data collection instrument was inquerido a questionnaire with 27 questions to 14 employees, ie all the workers Yes Contact Center company with the factors that may affect the organizational climate of the company. Research on the methodology is classified as a case study and on the approach is classified as mixed, with qualitative and quantitative. As for his goals was held exploratory, descriptive and explanatory. The complementary design was composed of literature, documentary and field research. Thus, through this research it observed that the positive aspects are: the management style that the company uses and the quality of working life through the availability of resources and materials. And among the factors that merit greater attention by management, are: teamwork and remuneration / benefits. These results are related to this research, but have an explanatory power regarding the studied reality and may also contain lessons for other realities to investigate the same object.
The proposed research aims to know the causes of satisfaction and dissatisfaction of employees who are part of the call center sector Yes Contact Center company in order to provide subsidies that will help minimize the impact of the level of dissatisfaction of employees in relation to People management of this organization. Thus, this study aims to analyze the causes that lead to satisfaction and dissatisfaction among employees Yes Contact Center in Florianópolis / SC to the organizational climate of the company. As an extension of that goal, we performed a study of documentary information from the opinion of the Yes Contact Center Management on the strategies used to maintain the level of satisfaction of its employees. Based on this preposition we discuss the issues raised at the beginning of the work relating them to the results collected in the field through the questionnaire administered to the subjects of the investigation. As data collection instrument was inquerido a questionnaire with 27 questions to 14 employees, ie all the workers Yes Contact Center company with the factors that may affect the organizational climate of the company. Research on the methodology is classified as a case study and on the approach is classified as mixed, with qualitative and quantitative. As for his goals was held exploratory, descriptive and explanatory. The complementary design was composed of literature, documentary and field research. Thus, through this research it observed that the positive aspects are: the management style that the company uses and the quality of working life through the availability of resources and materials. And among the factors that merit greater attention by management, are: teamwork and remuneration / benefits. These results are related to this research, but have an explanatory power regarding the studied reality and may also contain lessons for other realities to investigate the same object.
Descrição
Orientação : António Augusto Teixeira da Costa
Palavras-chave
MESTRADO EM GESTÃO DE EMPRESAS, GESTÃO, GESTÃO DE RECURSOS HUMANOS, COMPORTAMENTO HUMANO, CLIMA ORGANIZACIONAL, ESTUDOS DE CASO, BRASIL, FLORIANÓPOLIS, MANAGEMENT, HUMAN RESOURCES MANAGEMENT, WORK ENVIRONMENT, CASE STUDIES, BRAZIL, FLORIANÓPOLIS, GESTÃO DE EMPRESAS, BUSINESS MANAGEMENT