Uso da metodologia multicritério para suporte na avaliação de profissionais de um Call Center com base na gestão por competências

• Ano de defesa: 2014
• Autor(a) principal: MOURA, Maria do Céu de Sena
• Orientador(a): SOBRAL, Marcos Felipe Falcão
• Banca de defesa: MELO, André de Souza, SILVA, Emanuel Sampaio
• Tipo de documento: Dissertação
• Tipo de acesso: Acesso aberto
• Idioma: por
• Instituição de defesa: Universidade Federal Rural de Pernambuco
• Programa de Pós-Graduação: Programa de Pós-Graduação em Administração e Desenvolvimento Rural
• Departamento: Departamento de Administração
• País: Brasil
• Palavras-chave em Português: Gestão de pessoas; Gestão por competência; Call center
• Área do conhecimento CNPq: OUTROS::ADMINISTRACAO RURAL
• Link de acesso: http://www.tede2.ufrpe.br:8080/tede2/handle/tede2/4588

This paper proposes the incorporation of a model using the French Multicriteria Decision Aid ELECTRE TRI in light of management competencies. The axes of Knowledge, Skill and Attitude (KSA) were inserted in to an algorithm as the criteria, while the evaluated employees were treated as alternatives. To model the problem, we conducted an exploratory field study of 101 employees who work in a call center specialized in credit recovery and collection in the state of Pernambuco, Brazil. The data collected was subjected to quantitative analysis. The theoretical framework allowed exploring the policies and practices of managing people, managing people in a call center, management competencies, the Multicriteria Decision Aid and ELECTRE TRI. The results indicated that it was possible to perform specific modeling for each type of function. In the group of attendants, it was observed that about 15% of workers demonstrated poor performance. A similar result was observed in 10% of managers. In relation to administrative advisors, it was found that 50% of the professionals interviewed were classified as having low performance on competencies, and the other 50% with high competence, a result that is justified when we stratified the uptime of professionals. The suggested model appears to be a new proposal supporting the process of hiring, firing and training.