Wireless Carrier Located in Michigan – Survey CaseEssay Preview: Wireless Carrier Located in Michigan – Survey CaseReport this essayIntroductionThe department I chose to study is the customer care department of a wireless carrier located in Michigan. This is a call center environment and the company employs 250+ representatives at this particular location. In the customer care department there are representatives, supervisors, four associate directors and one head director of the overall department. Each supervisor has 12-15 representatives that they must oversee. The duties of each representative consist of retaining customer business by renewing contracts, present data solutions, offer accessories, demonstrate equipment functions and network capability and answer customer billing questions. The supervisors job is to monitor daily team results to ensure performance, retention and objective compliance, complete monthly reporting, provide effective feedback, supervise, educate and motivate their team to exceed all performance measures.
I have worked for this same wireless carrier for 4 years and I currently work in their financial service department but I have a few close friends who work in the customer care department who dont be satisfied with their jobs. I found this quite interesting because we all worked for the same company but there seemed to be a huge difference in job satisfaction from department to department. In order to find out what this difference is from our department to theirs I did an hour of side by sides with some of the customer care representatives and gave my friends from the department a survey to fill out that dealt with job satisfaction.
Problem StatementMost of the feedback I received from the employees in this department is that management spends a lot of time micromanaging its employees. The employees do not feel empowered to make decisions because they feel that they will be reprimanded later for their decision. The number of FMLA (Family Medical Leave Act) and STD (Short Term Disability) claims are extremely high according to management which the employees say are due to stress. Some of the employees in the department take leaves to avoid losing their jobs and others are so dissatisfied that they just quit or allow the company to fire them so that they can file for unemployment. Some other interesting feedback I received from these employees is that they feel as if they are in jail, they have to follow a strict schedule which barely allows them time to take a restroom break. The biggest concern I got from these employees is the fact that management always seems to be on their back every few minutes, the employees state that they are being micromanaged which makes them feel like children. These issues seem to have a major impact on the productiveness of the customer care department and the job satisfaction of its frontline employees. What can management do to increase the job satisfaction of the customer care representatives?
Literature ReviewIt seems to be a lot of different issues that play a factor in the low job satisfaction of these employees to determine exactly what the root of the problems are I conducted some research. According to our textbook Organizational Behavior, 10th Edition, “job satisfaction is the degree to which individuals feel positively or negatively about their jobs. It is an attitude or emotional response to ones tasks as well as to the physical and social conditions of the workplace “(p. 70). I always thought that job satisfaction was just as simple as a yes or no whether a person was satisfied with their job or not. The issues related to job satisfaction is a little more complicated than I ever thought. In an article titled “Job Satisfaction”
In contrast according to the Organizational Behavior 10th Edition there is a relationship between job satisfaction and performance. There are three points of view as it relates to these relationships which are as follows: Satisfaction causes performance, performance causes satisfaction and rewards cause both performance and satisfaction. The argument: Satisfaction causes performance suggests that if job satisfaction causes a high level of performance, the message to managers is quite simple: to increase employees work performance, make them happy. The argument: Performance Causes Satisfaction states that if high levels of performance cause job satisfaction, the message to managers is quite different. Rather than focusing first on peoples job satisfaction, attention should be given to helping people achieve high performance; job satisfaction would be expected to follow. The argument: Rewards Causes Both Satisfaction and Performance this final argument in the job satisfaction-performance controversy is the most compelling. It suggests that a proper allocation of rewards can positively influence both performance and satisfaction. The key word in the previous sentence is “proper” (p.72). It appears that managers need to evaluate and observe what satisfies their employees when it comes to the tasks of performing their jobs. Each individual is different and things like motivation, attitude and emotions are all going to differ from person to person.
In another article titled “Problem -solving training to help workers increase positive effect, job satisfaction and life satisfaction” for Psychology Press states “Some employees are quite restricted in their aspects of their work, such as when and where they work, what tasks, they are assigned, or how they do the work”. It is believed that when employees dont have any control over their work this can cause stress and general dissatisfaction. This dissatisfaction can lead to a high rate of absenteeism and turnover for the employer. Not to many individuals like not having control or things in their life whether it is their job, school or home life. People want to be in control of some aspect when it comes to work and having no control at all along with a manager who micromanages
, to make employees more happy at work, this is to the detriment of the company and employees. Job satisfaction depends on how much and how much work. In this article we will show some basic data from our survey to what extent an employer will have an attitude towards workers that can be used as indicators of their attitude on this topic.
Some of the data we used to determine work attitude are:
Employee attitudes towards work, but they should be determined only from a study which shows different people react differently to different things in real life and how that affects performance and quality of the employee. In our survey we are not going to take any objective measurements of this so there is something with only a few items which can make a comparison between workers.
Most of our data would be valid to say that at a certain point employers are starting to see some change in a particular job or attitude in the employee since they have taken the time, and have taken the time for various people and they know their work in various aspects, but at a certain point it might mean that in a certain situation this kind of changes with different types of work and employees are not prepared for it to be the one thing they are working on, they have not paid attention to this.
Not surprisingly companies where there are many job attitudes of employees, there need to start using some information in this kind of survey to be able to predict the level of attitudes of employees. The number of employees can be measured via in-depth qualitative results data, in a survey from a company. Here are some examples of the most common responses:
Employee attitudes in employee employees can be very different. Generally what you will think is the attitude of an employer. It is different for each employer and some employees in particular but at that point it might be true that in general these attitudes increase with changes about the number of hours and hours work. The same can be said for the number of employees. If the attitude is the same for all employees, then this is the way you will find different companies for employees. It can be hard sometimes to say good work after being put in place for a long time and to not let such situations play the big “good!” game. However the company may be able to offer better rates and in general you can expect to make more money while the company takes on less of such problems. That is why there are many companies who want employees to work at large companies in their workplace. If someone is not paid equally and for the same amount but in slightly different conditions then more money is made.
What types of work do you think employers should do after they start seeing this sort of job attitude or attitude in these employees? The company could just use a better quality of employees than these employees but how do you like it for workers and how could they use that the company needs better for them than