Impacto de las herramientas de gestión en el Centro de Contacto del Banco de Crédito del Perú – periodo (2017- 2020)
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Date
2021
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Universidad Nacional de Trujillo
Abstract
El presente trabajo de suficiencia profesional titulado: “Impacto de las Herramientas de Gestión en el Centro de Contacto del Banco de Crédito del Perú – periodo (2017-2020)”, tiene como objetivo general analizar y describir la experiencia profesional obtenida en el Banco de Crédito del Perú en el Periodo del 2017 al 2020 en el Centro de Contacto, con la finalidad de dar a conocer la importancia de los cargos ocupados y los roles desempeñados tanto como Asesor de consultas generales y como Asesor Principal de Consultas generales. El documento está estructurado en cuatro capítulos, primero se describe el contexto institucional del Banco de Crédito del Perú dentro del sistema financiero peruano para luego describir las funciones realizadas en los cargos ocupados de acuerdo con el Manual de Organización y Funciones (MOF) de la empresa. De igual manera, en este primer capítulo se identificaron los problemas encontrados en el centro de trabajo y los objetivos del presente informe. En el segundo capítulo se presenta la fundamentación científico-técnica del desempeño laboral obtenida en el Banco de Crédito del Perú – BCP. En el marco teórico se recopiló información sobre los conceptos más importantes, aplicables en los roles desempeñados. En el tercer capítulo se describe las estrategias de solución a los problemas identificados en capítulos anteriores, para que en el cuarto se detalle la apreciación critica en base a la experiencia y a la formación recibida en la escuela profesional de administración de la Universidad Nacional de Trujillo y en base a los resultados obtenidos se detallan las conclusiones, siendo una de las más importantes el enfoque hacia los cursos de formación de digitalización sobre las empresas en la Escuela de Administración de la Universidad Nacional de Trujillo, de forma que el profesional tenga mejor oportunidad en el mercado laboral.
ABSTRACT: The present work of professional sufficiency entitled: "Impact of Management Tools in the Contact Center of Banco de Crédito del Perú - period (2017-2020)", has the general objective of analyzing and describing the professional experience obtained in Banco de Credit of Peru in the Period from 2017 to 2020 in the Contact Center, in order to publicize the importance of the positions held and the roles played both as General Consultation Advisor and as General Consultation Principal Advisor. The document is structured in four chapters, first the institutional context of Banco de Crédito del Peru within the Peruvian financial system is described and then the functions performed in the positions held in accordance with the Organization and Functions Manual (MOF) of the company are described. . Similarly, in this first chapter the problems found in the workplace and the objectives of this report were identified. The second chapter presents the scientific-technical foundation of job performance obtained at Banco de Crédito del Perú - BCP. In the theoretical framework, information was collected on the most important concepts, applicable in the roles performed. In the third chapter, the solution strategies to the problems identified in previous chapters are described, so that in the fourth the critical appreciation is detailed based on the experience and training received in the professional school of administration of the National University of Trujillo and Based on the results obtained, the conclusions are detailed, one of the most important being the focus on digitization training courses on companies at the School of Administration of the National University of Trujillo, so that the professional has a better opportunity in the labor market.
ABSTRACT: The present work of professional sufficiency entitled: "Impact of Management Tools in the Contact Center of Banco de Crédito del Perú - period (2017-2020)", has the general objective of analyzing and describing the professional experience obtained in Banco de Credit of Peru in the Period from 2017 to 2020 in the Contact Center, in order to publicize the importance of the positions held and the roles played both as General Consultation Advisor and as General Consultation Principal Advisor. The document is structured in four chapters, first the institutional context of Banco de Crédito del Peru within the Peruvian financial system is described and then the functions performed in the positions held in accordance with the Organization and Functions Manual (MOF) of the company are described. . Similarly, in this first chapter the problems found in the workplace and the objectives of this report were identified. The second chapter presents the scientific-technical foundation of job performance obtained at Banco de Crédito del Perú - BCP. In the theoretical framework, information was collected on the most important concepts, applicable in the roles performed. In the third chapter, the solution strategies to the problems identified in previous chapters are described, so that in the fourth the critical appreciation is detailed based on the experience and training received in the professional school of administration of the National University of Trujillo and Based on the results obtained, the conclusions are detailed, one of the most important being the focus on digitization training courses on companies at the School of Administration of the National University of Trujillo, so that the professional has a better opportunity in the labor market.
Description
Keywords
Banco de Crédito del Perú, Sistema financiero, Centro de contacto