not necessarily in others. Causes of job satisfaction can be broadly classified into three different categories a) Extrinsic factors b) Environment c) Intrinsic factors. The extrinsic factor includes pay and promotion. If an individual working in an organisation is not paid up to his level of performance then the worker would not be motivated to give the expected level of performance. The other sub-factor to be considered under extrinsic is promotion; if the promotion system within the organisation is not fair enough to promote the deserving candidate up to the next level of his authority then the candidate would not have trust within the system, and his level of performance will come down.
The environment factor includes; working conditions, company policies and structures, relation with boss, colleagues and subordinates and technical issues. If the working conditions within the organisation are very stressful, then there will be dissatisfaction at the work place and as a result, negative consequences for the organisation. If working conditions promotes goal attainment then there will be a high level of satisfaction among the workers. As far as company policies and structure are concerned if there is an element of flexibility, then the workers will find there work more satisfying. Healthy relationships with bosses, colleagues and subordinates help in meeting social and personal needs at work, as an outcome there is an enhance satisfaction level among the workforce. Technology issues play a very major role in influencing job satisfaction; it has a significant influence on job satisfaction, as it demands new patterns of work organisation. This will affect the nature and content of individual jobs, the structure and working of work groups, changes in the hierarchical structure of jobs and responsibilities and the management task.
Issues that are very difficult to change come under Intrinsic factors, these are the most important factor which affect all the time when job is performed; for instance if the workers don’t find there job interesting then they will be less interested in carrying out that job and if the worker, level of involvement is high in their jobs then this will promote them for higher performances and their level of satisfaction will also be high. The consequences of job satisfaction are lower absenteeism, fewer grievances, better physical and mental health, live longer, faster learning and fewer accidents. If the worker finds his/her job interesting then the rate of absenteeism, grievances and accidents will gradually come down. And on the other part this would also promote better physical and mental health and faster learning among the workers.
A call centre is a place where telephone activities are centralised with the aim of bringing down the cost and improving marketing and customer services. . It need not be in one physical place; organisations such as British Airways have a distributed call centre based in several locations in two continents* (). Factors that are likely to be of particular importance for a call centre supervisor in managing his/her subordinates can be as such; proper communication skills without ambiguity, this will assist the supervisor in bringing in the loyalty of its subordinates and minimizing the chances for transfer of distorted information at the subordinate level. Other point to be considered is structured incentives programme for the subordinates; this will help in minimizing employee’s turnover rate. Further there is also a need of bringing in additional training programmes, new responsibilities and carrier advancement opportunities for the subordinates; this will make the supervision gain high level of motivation and commitment from its subordinates. The supervisor also needs to bring up its role as a counsellor to assist the subordinates in solving their personal and work related problems. And he/she must act upon the principle of immediate reinforcement, by rewarding the subordinates immediately as they gets benefits for the organisation this will make them feel more committed towards the organisation. There must be a provision for the introduction of new technology and new working styles so as to ease the work load and stress level from the subordinates, Supervisor also needs to work with a proper feedback system, which means encouraging subordinates instead of de-motivating them by communicating motivating feedback or results to them.
Total Words: 960.
Spacing: 2
Submitted by: Tekram Choudhary
MBA 2004-05
Student No: 0430682
BIBLIOGRAPHY
Buchman David, Hucznski Andrea, Organization Behaviour (Introductory Text), 5th Edition, 2004, Prentice Hall Publication.
Hellriegel Don, W.Slocum John, Organization Behaviour, 10th Edition, 2004, Thomas South-Western Publication.
Mullins Laurie, Management and Organisational Behaviour, 7th Edition, 2004, Prentice Hall Publication.
Bowles M.l, Job Satisfaction: Measurement and Meaning, Thesis, 1976.
http://www.albany.edu/psy/courses/341/iyer/lect/mar16.html. Date: 21st Oct 10:00 pm.
* . Date:22nd oct, 9:20 pm
www.uz.ac.zw/compcentre/magazine/submit.html
