This website uses cookies to ensure you have the best experience. Learn more

Job Task Analyze Essay

1090 words - 5 pages

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
...view middle of the document...

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

mortgage options.

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...

Other Papers Like Job Task Analyze

Change And Case Culture Study Ii

1880 words - 8 pages necessary before the job redesign process starts. These processes are known as the revision of the job content and the analyzing of job related information. The main reason for these steps is to collect data and analyze and categorize the information so that the best process can be chosen. The following steps are • Revise job content: in this step job related information is collected and revised to discover the inconsistencies between

Decision Analysis Task 1

1507 words - 7 pages hour shift must produce forty-eight work boots. 8 hours times 60 minutes equals 480 minutes. 480 minutes (The Work Shift) divided by 48 (the number of work boots required) equals 10. One work boot must be completed in 10 minutes to meet production goals. Let’s take a look at the steps involved in making a work boot so analyze where we can cut production times. Shuzworld's Rugged Wear Work boot Assembly Schedule | Task | Performance

Job Description And Recruiting Strategies Worksheet

992 words - 4 pages paragraph format. JOB ANALYSIS 1. What are the duties and job responsibilities associated with the position held by the individual you interviewed? Senior Accountant MAJOR RESPONSIBILITIES: • Primary responsibility is to prepare financial statements and supporting schedules according to monthly close schedule • Facilitate and complete monthly close procedures • Analyze revenues, commissions and expenses to ensure they are recorded

Ch 14 Directed Study

947 words - 4 pages Week Five Directed Study Chapter 14 Review Questions 4. Identify and define the five core job dimensions and the three psychological states I the job Characteristics Model. Skill variety is the degree to which the job includes different activities and involves using multiple skills and talents of an employee. Task identity is the degree in which the job requires completion or doing the job from beginning to the end. Task

Improving Organizational Performance

917 words - 4 pages process takes time and requires that the psychologist predict the future needs of the organization, establish objectives, and implement programs that ensure that the best people possible will be available when needed to find people who will enjoy their job, match well with the company, and be productive, I/O psychologists use learning and motivational theories to test or analyze a person's personality and knowledge

Reflection Essay

1321 words - 6 pages with the entire class to write about my topic and somehow make connections with them all. In Module I, about the article “writing and thinking analytically” By David Rosenwasser and Jill Stephen really showed me as a writer how to analyze; which was as the class went on was quite a difficult task for me. I had to understand “To analyze something is to ask what that something means” (Rosenwasser & Stephen, 1), I had become familiar with the

Job Analysis Interclean

1551 words - 7 pages consideration. This report will focus on the job analysis for the 5-7 sales positions needed, create a list of essential job functions, refer to the American’s with Disabilities Act (ADA) to ensure compliance, create a workforce planning system, and a selection method. Lastly, three individuals will be recommended for selection along with rationale for their selection. Job Analysis Information A job analysis is the combination of task requirements and

Goals

2461 words - 10 pages conducts an employee candidate search through external recruitment tools, such as job boards, newspaper advertisements and trade publication announcements. This method favors bringing in job candidates that may or may not have direct experience in your small business' line of work; a candidate within a satellite field may offer a fresh, out-of-the-box perspective to the organization. External sourcing is also used when the open position is not able to

Ib Business - Human Resources Management

9334 words - 38 pages staff leaving for a better job (i.e. poaching) however, costs of not training causes less flexible and productive workforce, demotivation, and greater number of accidents 2.1.6 – Analyze impact on the firm of legal employment rights. * Employment contracts are legally binding documents, detailing the employee’s responsibilities, working hours, rate of pay and holiday entitlement, and number of days of notice (to leave/to fire) * The

A Day In The Life

745 words - 3 pages office time. After lunch she tries to work out the undone task before it. Putting “Do not disturb” sign on the door and tuning the headphone gives her the opportunity for lying down in the office. After resting she freshens up she talks to different personnel about the project. Exploring the options and authorizing the plans is a part of her job. As a project manager she attends conference calls and exchange ideas with same project managers as hers

Lean Solutions

840 words - 4 pages employees (well, not as much as we think at least) only bad processes. People who are realizing a given task, only do it well if they: * See the whole process, it means they need to know in which way their job adds value and who benefit from it * Understand the whole logic of the process and why there is need for a change * Trust the efficacy and the efficiency of the new process

Related Essays

Plan Training Session Essay

1050 words - 5 pages | Resources | Time | Financial statements | * Interaction * Lecture * Practical exercises | READ Information Sheet 4.1-1: Financial Statements | Answer Self-Check (4.1-1) | Compare your answers with the Answer Key | | | | * | PERFORM Task Sheet 4.1-1: Preparing Financial Statements | Evaluate your own work using the Performance Check List | | | LO 2. Analyze Financial Statements | Financial

Management Essay

364 words - 2 pages . I weight out all my options to get my degree and I sat and thought about all the benefits to receiving my degree and came up with the solution to go to school and accomplish it. I can use the critical thinking process in other areas in my life such as work for example deadlines to meet or when working with my co-workers that I may not like, but realizing there is a task to accomplish and learning how to put my bias or stereotypes behind me to get the job done. The steps I can take to ensure that I continue to use critical thinking in the future will practice the skills that I have gained daily and applying the critical thinking process in every aspect of my life.

Memo Evaluation Essay

486 words - 2 pages . Reaction To Memo: My first reaction to this memo was that this sounds like something that would be sent out at my current restaurant job because we use POS to take orders and process payment. My immediate second thought was that if someone without previous knowledge reads this they would be very confused because the memo just assigns the reader the task and not really gives the reader instructions or information about the POS. Suggestion for

Business Managment Essay

589 words - 3 pages Student Name | | Course and Section Number | Program of Study | | | Principles of Management MAN2021 Week 7 Individual Work Analyze Your Management Style Assignment Instructions | To complete this assignment: 1. Answer all of the questions below in the space provided. 2. Reflect on the information presented in this week’s lesson and provide an insightful response to each question writing no more than two paragraphs