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Gestão de talento em empresas de outsourcing : proposta de modelo aplicado a Contact Centers
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Orientador(es)
Resumo(s)
O objetivo do presente projeto é a criação de um modelo de Gestão de Talento numa empresa de outsourcing de Contact Centers. Assim, pretende-se otimizar os recursos humanos, nomeadamente na identificação, gestão e desenvolvimento de talento entre operadores de Contact Centers e melhorar processos existentes de desenvolvimento e progressão de carreira. Recorreu-se a uma metodologia qualitativa análise documental e entrevistas semi-estruturadas e, no mapeamento do talento, elaborou-se uma matriz com dois eixos, Potencial e Desempenho, aferidos através da avaliação de desempenho e de questionários de avaliação de potencial. Considerando os quadrantes criados na matriz e algumas das necessidades verificadas através das entrevistas realizadas, foi elaborado um Plano de Ação, que sugere, entre outras medidas, ações formativas de modo a desenvolver o talento identificado e, paralelamente, aumentar os níveis de motivação entre operadores. Com este modelo pretende-se que, a médio/longo prazo, a organização diminua os níveis de rotatividade entre operadores, diminua custos inerentes ao recrutamento/seleção e posterior formação de novos operadores, conseguindo assim aumentar a retenção entre os atuais.
The purpose of this project is to create a Talent Management model in a Contact Center outsourcing company. It is intended to optimize human resources, namely in the identification, management and development of talent among Contact Center operators and to improve existing processes of development and career progression. A qualitative methodology was used, consisting of document analysis and semi-directive interviews and in the mapping of talent, a matrix with two axes, Potential and Performance, was elaborated and assessed through performance appraisal and potential evaluation questionnaires. Considering the quadrants created in the matrix and some of the needs verified through the interviews which were carried out, an Action Plan was prepared. The Action Plan suggests, among other measures, training actions in order to develop the identified talent and, in parallel, increase the motivation levels among operators. Through the application of this model, it is intended that in the medium/long term, the organization reduces the levels of turnover among operators, reduces costs inherent to recruitment / selection and subsequent training of new operators, therefore managing to increase retention among current operators.
The purpose of this project is to create a Talent Management model in a Contact Center outsourcing company. It is intended to optimize human resources, namely in the identification, management and development of talent among Contact Center operators and to improve existing processes of development and career progression. A qualitative methodology was used, consisting of document analysis and semi-directive interviews and in the mapping of talent, a matrix with two axes, Potential and Performance, was elaborated and assessed through performance appraisal and potential evaluation questionnaires. Considering the quadrants created in the matrix and some of the needs verified through the interviews which were carried out, an Action Plan was prepared. The Action Plan suggests, among other measures, training actions in order to develop the identified talent and, in parallel, increase the motivation levels among operators. Through the application of this model, it is intended that in the medium/long term, the organization reduces the levels of turnover among operators, reduces costs inherent to recruitment / selection and subsequent training of new operators, therefore managing to increase retention among current operators.
Descrição
Mestrado em Gestão de Recursos Humanos
Palavras-chave
Talento Gestão de Talento Contact Center Matriz de Talento Outsourcing Plano de Ação Talent Talent Management Talent Matrix Action Plan
Contexto Educativo
Citação
Neto, André Pinto Raposo (2020). "Gestão de talento em empresas de outsourcing : proposta de modelo aplicado a Contact Centers". Dissertação de Mestrado. Universidade de Lisboa. Instituto Superior de Economia e Gestão.
Editora
Instituto Superior de Economia e Gestão