Publication: Gestión integral del talento y desarrollo laboral del personal del centro de contacto BCP Trujillo, periodo 2014 - 2023
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Date
2024
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Publisher
Universidad Nacional de Trujillo
Abstract
Este trabajo de suficiencia profesional tiene como propósito examinar y describir la trayectoria laboral adquirida en el Centro de Contacto BCP Trujillo durante el periodo de 2014 a 2023, desempeñando roles como asesora de consultas generales, asesora principal, supervisora de consultas generales y supervisora de telemarketing. La estructura del informe consta de cuatro capítulos: el primero aborda una visión general del Centro de Contacto BCP Trujillo, detallando las responsabilidades en los cargos ocupados, identificando problemas en las áreas de consultas generales y telemarketing, y estableciendo los objetivos del trabajo. El segundo capítulo se enfoca en la base científico-técnica necesaria para desempeñar las funciones en el Centro de Contacto. En el tercer capítulo, se describen las estrategias aplicadas para abordar los problemas identificados. El cuarto capítulo evalúa, en base a la experiencia laboral, la formación recibida en la Escuela de Administración de la Universidad Nacional de Trujillo, y proporciona sugerencias para mejorarla y hacer que los estudiantes sean más competitivos en el ámbito laboral. Finalmente, en las conclusiones se destaca la conexión entre la gestión integral del talento y el desarrollo laboral, subrayando su impacto tanto en la competitividad del centro de contacto como en el bienestar y desarrollo continuo de los miembros del equipo, en esa línea, se brindan recomendaciones con el objetivo de poner en práctica mejoras identificadas.
ABSTRACT This professional proficiency work aims to examine and describe the work trajectory acquired at the BCP Trujillo Contact Center during the period from 2014 to 2023, performing roles such as general queries advisor, senior advisor, general queries supervisor, and telemarketing supervisor. The structure of the report consists of four chapters: the first provides an overview of the BCP Trujillo Contact Center, detailing the responsibilities in the roles held, identifying issues in the areas of general queries and telemarketing, and establishing the objectives of the work. The second chapter focuses on the scientific and technical foundation necessary to perform functions in the Contact Center. In the third chapter, the strategies applied to address the identified issues are described. The fourth chapter evaluates, based on work experience, the training received at the School of Management of the National University of Trujillo and provides suggestions for improvement to make students more competitive in the workplace. Finally, in the conclusions, the connection between integral talent management and labor development is highlighted, emphasizing its impact on both the competitiveness of the contact center and the well-being and continuous development of the team members. In this regard, recommendations are provided with the aim of implementing identified improvements.
ABSTRACT This professional proficiency work aims to examine and describe the work trajectory acquired at the BCP Trujillo Contact Center during the period from 2014 to 2023, performing roles such as general queries advisor, senior advisor, general queries supervisor, and telemarketing supervisor. The structure of the report consists of four chapters: the first provides an overview of the BCP Trujillo Contact Center, detailing the responsibilities in the roles held, identifying issues in the areas of general queries and telemarketing, and establishing the objectives of the work. The second chapter focuses on the scientific and technical foundation necessary to perform functions in the Contact Center. In the third chapter, the strategies applied to address the identified issues are described. The fourth chapter evaluates, based on work experience, the training received at the School of Management of the National University of Trujillo and provides suggestions for improvement to make students more competitive in the workplace. Finally, in the conclusions, the connection between integral talent management and labor development is highlighted, emphasizing its impact on both the competitiveness of the contact center and the well-being and continuous development of the team members. In this regard, recommendations are provided with the aim of implementing identified improvements.
Description
Keywords
Desarrollo laboral, Talento Humano, Desempeño laboral, Formación laboral