Locate several job descriptions that apply to the position you have selected from the list.
I will choose an entry-level job in a customer service call center. This entree level job will
be a bank call center customer service representative. I will talk about Bank A and Bank B call
center customer service representative. According to task analysis information, I will create Bank
C call center customer center representative.
Compare the common tasks and behavioral objectives contained within the job
descriptions or lists of duties.
Customer service is an organization’s relationship with its customers. Call center
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Job / task
analysis involves collecting, recording and analyzing information about the subject matter,
framework and requirements of the job. The job analysis process has seven steps. These steps are
getting organized, choosing jobs, reviewing knowledge, selecting job agents, collecting job
information, creating job description, creating a job specifications. (Steward&Brown, 2011).
A task analysis for a call center customer service representative can focus on customer
satisfaction, cost reduction or differentiation. Job knowledge is reviewed. Job descriptions and
duties are made so the call center customer service know what the purpose of job is. Job analysis
interviews, job analysis questionnaire or job analysis observation can be made for collecting job
information. Also job specifications help to find out what is done, what knowledge, skills, and
abilities they need. (Steward&Brown, 2011).
A list of tasks or assignments and competencies that pertains to the job is generated to
create tasks for Bank C call center customer service representatives. The common tasks are
shown in Appendix. In order to develop a comprehensive list of task, previous job descriptions
are reviewed, conducted an direct observation or interviewed on people performing this job. The
supervisors or managers directly assigns the tasks or work of an employee so it is important to
conduct interview with the supervisors or managers that have jurisdiction over this job. Next,
that tasks are rated according to what is most important. On the basis of the ratings survey,
analyze which competencies are critical to the position so that one can efficiently and
successfully achieve said tasks. The final step is to summarize the results of the survey ratings
and competencies and write it in a conventional job description format in which one outlines the
qualifications/ competencies needed for the position and a description of the job that the position
is expected to perform. After this review, insurance policy, mortgage and loan options found
important. Bank B’ call center customer service representatives have to work on insurance policy
terms and Bank A’ customer service representatives have to work on processing better loan and
Call center customer representatives need to have some skills, abilities to perform the
job. They have knowledge of principles and processes for providing customer and personal
services, knowledge of administrative and clerical procedures and systems. They have skills of
active listening, active speaking, service orientation, persuasion, critical thinking. They have
ability of speech clarity, comprehension. All these characteristics provide to reduce call handling
time and increase the number of customers per...