Case Summary
Client service manager Peggy has complained to the human resources manager about the excessive turnover in her department. The turnover rate is highest during the first six months of employment for customer service representatives who provide first-phone support to clients. These jobs often require a Bachelor’s degree and three to five years of relevant work experience. According to Peggy, job discontent is the primary factor in workers leaving their positions.
Job Analysis
Research Current Job Duties and Requirements
Many methods exist for assessing working conditions and identifying the causes of issues. The first thing to do is research the current duties and requirements of Customer Service Representative positions (Pratama et al., 2022). This will help guarantee that the criteria accurately depict the role and prerequisite skills. The current criteria may be assessed for their efficacy and adjusted as necessary.
Investigate Standard Hiring Practices
The second step is to investigate standard practices for hiring personnel, as mentioned above. This evaluation will show whether the current education and work experience requirements attract eligible candidates or need to be changed (Stein et al., 2021). In addition to considering if the requirements are realistic for an entry-level position, it is wise to investigate other means of determining a candidate’s suitability.
Evaluate Employee Onboarding and Training
It is also worth investigating how fresh trainees are nurtured and brought up to speed (Li et al., 2018). The review will show issues, including inadequate orientation, unclear job requirements, and a lack of support systems. Investing in a more effective method of onboarding and training employees may do wonders for morale and job output.
Conduct Exit Interviews
Exit interviews with leaving employees may shed light on the factors contributing to high employee turnover. These interviews should focus on asking detailed questions about their experience, their reasons for being unhappy, and their suggestions for improvement. Exit interviews are an excellent method for gathering insightful feedback that can be utilized to address issues and enhance services (Pratama et al., 2022).
Consider Job Redesign for Improvement
The last step is to consider job redesign based on what was learned through the job analysis, exit interviews, and other research. Consider what, if any, adjustments may be made to the role to boost employee satisfaction and retention. This may include shifting responsibilities, increasing opportunities for professional growth, or both.
References
Li, H., Shi, Y., Li, Y., Xing, Z., Wang, S., Ying, J., Zhang, M., & Sun, J. (2018). Relationship between nurse psychological empowerment and job satisfaction: A systematic review and meta-analysis. Journal of Advanced Nursing, 74(6), 1264–1277. Web.
Pratama, E. N., Suwarni, E., & Handayani, M. A. (2022). Effect of job satisfaction and organizational commitment on turnover intention with person organization fit as moderator variable. APTISI Transactions on Management, 6(1), 74–82. Web.
Stein, J. A., Hepler, T. C., Cosgrove, S. J., & Heinrich, K. M. (2021). Critical tasks from the Global War on Terror: A combat-focused job task analysis. Applied Ergonomics, 95, 103465. Web.