本文選題：呼叫中心項(xiàng)目 + 人力資源管理　； 參考：《西安石油大學(xué)》2012年碩士論文

【摘要】：近些年來,國(guó)內(nèi)呼叫中心產(chǎn)業(yè)規(guī)模日益擴(kuò)大,對(duì)呼叫中心行業(yè)的服務(wù)水平、綜合管理水平需求不斷提高。呼叫中心行業(yè)特性是人員密集、人力管理幅度大、難度大,提升呼叫中心的綜合管理水平,最核心、最困難的就是提升人力資源管理水平。傳統(tǒng)的人力資源管理已不能滿足需求,本文針對(duì)呼叫中心行業(yè)在人力資源管理方面存在的問題,以項(xiàng)目人力資源管理理論進(jìn)行了研討,為呼叫中心項(xiàng)目的人力資源管理提出了新思路。 本論文運(yùn)用項(xiàng)目人力資源管理的理論與方法,構(gòu)建呼叫中心項(xiàng)目人力資源管理框架,在以項(xiàng)目經(jīng)理負(fù)責(zé)制的項(xiàng)目管理模式下,提出呼叫中心項(xiàng)目人力資源管理機(jī)制。并運(yùn)用所提出的呼叫中心項(xiàng)目人力資源管理機(jī)制,對(duì)A公司呼叫中心外包項(xiàng)目進(jìn)行實(shí)證研究——項(xiàng)目的組織架構(gòu)、項(xiàng)目成員招聘選拔、坐席代表培訓(xùn)開發(fā)、職業(yè)生涯規(guī)劃、薪酬管理及績(jī)效考核、團(tuán)隊(duì)建設(shè)及文化等。該論文具有一定的應(yīng)用價(jià)值,為A公司呼叫中心外包項(xiàng)目的人力資源管理提供一種可供參考的解決方法和思路,通過該課題的研究以期達(dá)到項(xiàng)目人力資源相關(guān)管理理論與呼叫中心項(xiàng)目實(shí)踐相結(jié)合,對(duì)呼叫中心項(xiàng)目的人力資源管理的實(shí)施提供理論支持及措施保障。對(duì)整個(gè)呼叫中心業(yè)內(nèi)而言也值得借鑒。
[Abstract]:In recent years, the scale of domestic call center industry is expanding day by day, and the demand for service level and comprehensive management level of call center industry is increasing. The characteristic of call center industry is personnel intensive, manpower management range is large, difficulty is big, the most core, the most difficult is to improve the level of human resource management to improve the comprehensive management level of call center. The traditional human resource management can no longer meet the demand. In this paper, the problem of human resource management in call center industry is discussed, and the theory of project human resource management is discussed. A new idea is put forward for the human resource management of call center project. Based on the theory and method of project human resource management, this paper constructs the framework of call center project human resource management, and puts forward the mechanism of call center project human resource management under the project management mode of project manager responsibility system. Using the proposed human resource management mechanism of call center project, the paper makes an empirical study on the outsourcing project of company A call center-the organizational structure of the project, the recruitment and selection of project members, the training and development of seat representatives, and the career planning. Salary management and performance appraisal, team building and culture. This paper has certain application value, and provides a kind of reference solution and train of thought for the human resource management of the outsourcing project of call center in A company. Through the research of this subject, we hope to combine the theory of project human resource related management with the practice of call center project, and provide theoretical support and measure guarantee for the implementation of human resource management of call center project. For the entire call center industry is also worthy of reference.
【學(xué)位授予單位】：西安石油大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2012
【分類號(hào)】：F272.92;F626

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本文編號(hào)：1975152