Gestão de pessoas em home office: um caso no Centro de Telemarketing de uma rede de varejo da cidade de Natal-RN no período de Pandemia do COVID-19
People management at Home Office is currently a very important topic for the field of study of People Management and Development, and its discussion has gained even more expression with the Covid-19 pandemic and the need for workers to work at Home Office, making the focus on working conditions, a c...
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| Formato: | bachelorThesis |
| Idioma: | pt_BR |
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Universidade Federal do Rio Grande do Norte
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| Endereço do item: | https://repositorio.ufrn.br/handle/123456789/48632 |
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| Resumo: | People management at Home Office is currently a very important topic for the field of study of People Management and Development, and its discussion has gained even more expression with the Covid-19 pandemic and the need for workers to work at Home Office, making the focus on working conditions, a crucial point in any strategic planning. The main objective of this work is to analyze the working conditions in the professional exercise of supervision in a telemarketing center of a retail network in the city of Natal-RN, during the Covid-19 pandemic. The type of research is characterized as applied, qualitative, descriptive and case study; an interview was used as a collection technique, with a semi-structured script, applied online with a company supervisor (through google meet) and the collected data were analyzed through the analysis of categorical thematic content. From this perspective, it was verified through the interview that, in general, the working conditions were analyzed in a positive way, with the main difficulties focused on the inconsistency of the systems used by the operators. Such inconsistency made service difficult and, consequently, the work of supervision. In addition, the large volume of activities and the dynamism of the information that changed constantly in a short space of time was quite mentioned during the interview, increasing the need to carry out leveling with the operators and making it difficult to follow the strategic planning. Finally, an action plan was proposed in order to improve working conditions at Home Office in the study environment. |
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