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3. Additional information needs and usefulness
The job analysis process is highly complex and it cannot be simply based on the day diary of one customer service agent. The job analysis is expected to identify the main features of the job to be performed, of the tasks, as well as the skills required from the occupant of the respective position. In this order of ideas, additional information is required in the completion of a job analysis. The lines below reveal some of the more relevant data that would be required:
The day diaries of more customer service agents in order to collect insights from several employees and as such reduce the risks of subjectivity
The identification of the previous educational attainment levels of the occupants of the positions in order for the employer to be able to better select the candidates for the respective positions
The identification of the previous professional expertise of the customer service agents so that the employer can better understand the job, select for it and compensate the employees.
The identification...
cation of the personal traits and skills needed from the customer service agent in order for the employer to better select the candidates for the position
The specifics and particularities of the job so that the employer can develop and implement the necessary training programs (Buckley and Caple, 2009)
The combination of skills, education, working environment and conditions and the professional responsibilities so that the employer can provide the proper compensation (Worldatwork Organization, 2007).
References:
Buckley, R., Caple, J., 2009, The theory and practice of training, 6th edition, Kogan Page Publishers
Smith, M.J., Salvendy, G., 2007, Human interface and the management of information: Symposium on Human Interface 2007, held as part of HCI International 2007, Beijing, China, July 22-27, 2007: proceedings, Part 2, Springer
Worldatwork Organization, 2007, The WorldatWork handbook of compensation, benefits & total rewards: a comprehensive guide for HR professionals, John Wiley and Sons
Case: The customer service agent
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