Gestão de pessoas numa central de atendimento telefônico

Abstract

The studies of Dejours (2003) about the human factor in the work show critiques of the way people are treated in organic structures, from the view of failure or resource, suggesting alternative for management performances, as the perception of human being through three un dissociable directions (biological, social and subjective), calling the attention for the importance of its partnership in the productive process, what is described as cooperation, airing to improve the relationship between the man and the work, and consequently the result of this work. The contact phone centers are enterprises that have a large number of people, for this reason they become a huge scenery for the investigation in managership pratiques. This research had the goal to investigate the management of the human factor, using a study of case in the contact center called Orbitall that was first owned by Credicard and nowadays is owned by Contax, after complex movements of scission and fusion occurred in controlling groups. The analysis of these changes has permitted to identify various consequences of the strategic decisions about people as well as about the economical and political scenery that gave the origin of these changes showing the unavoidable correlation between this activity and the process of telecommunications enterprises privatization, and the important changes of the management practice in this area. Through a central axis strategy person world of work, are showed the thinking and the conclusions about the human factor in the work and the various forms of flexibleness of the work, as an alternative way to improve the gains of the productivity, through the precariousness of the work and the poorness of the participation condition and the man growing. The empiric data that were collected have confirmed the existence of controlling management practices, making strongly the separation between those that delineate and the ones that execute, although it exists a tendency for the existence of an encouragement to create a perception among the operators that there is a reality of a space for some kind of participation, as a way to improve their involvement, but any success wasn t identified in this initiative. It s very evident that the operations look for this space as a possibility to bring a contribution for the results that were reached, at the same time they catch a glimpse the possibility to give more sense of the realizes work.