Soedewo, Ferdian Suriaadibrata (2023) Work Engagement of Customer Service Officer (CSO) at XYZ Contact Center: Analisis Faktor - Faktor yang Mempengaruhinya serta Hubungannya terhadap Employee Performance. Masters thesis, Institut Teknologi Sepuluh Nopember.
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Abstract
Customer Service Officer (CSO) di Contact Center (CC) XYZ berperan penting sebagai garda terdepan perusahaan. Data kinerja pegawai CSO di CC XYZ pada tahun 2022 menunjukkan banyak agen yang kinerjanya buruk (33,74%). Selain itu, tingkat perputaran agen pada tahun 2022 adalah 18,79%, dengan pengunduran diri sukarela menjadi mayoritas kedua (34,71%). Kondisi tersebut dapat menjadi indikasi kurangnya work engagement (WE) di kalangan CSO. WE dapat ditingkatkan melalui berbagai faktor, seperti kepemimpinan inklusif (IL), komunikasi karyawan (EC), pengembangan karyawan (ED), penghargaan dan pengakuan (RR), keseimbangan kehidupan kerja (WLB), dan gamifikasi (GAM). Oleh karena itu, penelitian ini bertujuan tidak hanya untuk mengetahui pengaruh faktor-faktor tersebut terhadap WE tetapi juga mempelajari dampak WE terhadap kinerja karyawan (EP). Survei kuantitatif online terhadap 100 responden CSO di site Surabaya dilakukan dengan menggunakan metode SEM-PLS. Berdasarkan analisis, konstruk RR dan ED diketahui memiliki pengaruh positif besar (r2 ; 0,583) pada WE. WE memiliki dampak yang signifikan terhadap EP (r2 ; 0,239), mengarah pada kesimpulan bahwa semakin baik WE seorang karyawan, semakin meningkatkan EP. Oleh karena itu, diperlukan fokus dan upaya khusus khususnya pada RR dan ED karena mereka telah menunjukkan dampak yang signifikan pada WE dan EP. Riset ini menekankan semakin pentingnya konsep WE khususnya di lingkungan kerja para agen CSO di CC. Penelitian ini unik sehubungan dengan model komprehensif yang dikembangkan dan divalidasi.
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The Customer Service Officer (CSO) at Contact Center (CC) XYZ plays a crucial role as the company's frontline representative. The performance data of CSOs at CC XYZ in 2022 revealed a significant number of agents with poor performance (33.74%). Additionally, the agent turnover rate in 2022 was 18.79%, with voluntary resignations comprising the second majority (34.71%). These conditions might be an indicative of lack of work engagement (WE) among the CSOs. WE can be enhanced through various factors, such as inclusive leadership (IL), employee communication (EC), employee development (ED), rewards and recognition (RR), work-life balance (WLB), and gamification (GAM). Therefore, this study aims not only to investigate the influence of these factors on WE but also studies the impact of WE on employee performance (EP). A quantitative online survey of 100 respondents in CSOs at Surabaya site was conducted utilizing the SEM-PLS method. Based on analysis, the RR and ED constructs were found to have a positively major impact (r2, 0.583) on WE. WE had a significant impact on EP (r2, 0.239), leading to the conclusion that the better the WE an employee has, the more it enhances EP. Therefore, special focus and effort is required specifically on the RR and ED as they have shown significant impact on WE and hence EP. The research emphasizes the growing importance of the concept of WE especially in the work environment of CSO agents in CC. The research is unique in respect to the comprehensive model that is developed and validated.
| Item Type: | Thesis (Masters) |
|---|---|
| Uncontrolled Keywords: | Work Engagement, Kinerja Karyawan, Contact Center, Penghargaan dan Pengakuan, Pengembangan Karyawan, Gamifikasi, Employee Performance, Rewards and Recognition, Employee Development, Gamification |
| Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management |
| Divisions: | 61101-Magister Management Technology Interdisciplinary School of Management and Technology (SIMT) > 61101-Master of Technology Management (MMT) |
| Depositing User: | Ferdian Suriaadibrata Soedewo |
| Date Deposited: | 07 Sep 2023 04:49 |
| Last Modified: | 07 Sep 2023 04:49 |
| URI: | http://repository.its.ac.id/id/eprint/104075 |
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