Job Task Analysis

¶ … job descriptions that apply to the position you have selected from the list.

I will choose an entry-level job in a customer service call center. This entree level job will be a bank call center customer service representative. I will talk about Bank A and Bank B. call center customer service representative. According to task analysis information, I will create Bank C. call center customer center representative.

Compare the common tasks and behavioral objectives contained within the job descriptions or lists of duties.

Customer service is an organization's relationship with its customers. Call center customer service representative communicates with customers by telephone to provide information about products or services, open and cancel accounts, or obtain details of complaints. Call center customer service job duties involves meeting the customer's expectations, listening to their statements, and solving their problems.

As shown in Appendix the common list of duties of Bank A and Bank B. call center customer service representative, the duties involve customer satisfaction and problem solving. If we compare the common tasks of Bank A and Bank B. call center representatives, Bank A call center customer service representatives review insurance policy terms to determine whether a particular loss is covered by Insurance. Bank B. call center customer service representatives are better to processing loan and mortgage payment options.

Create a customized job / task analysis using the information you have found.

A job analysis is a systematic procedure whereby one identifies the required knowledge, skills, abilities and competencies are required for the successful performance of a job. Job / task analysis involves collecting, recording and analyzing information about the subject matter, framework and requirements of the job. The job analysis process has seven steps. These steps are getting organized, choosing jobs, reviewing knowledge, selecting job agents, collecting job information, creating job description, creating a job specifications. (Steward&Brown, 2011).

A task analysis for a call center customer service representative can focus on customer satisfaction, cost reduction or differentiation. Job knowledge is reviewed. Job descriptions and duties are made so the call center customer service know what the purpose of job is. Job analysis interviews, job analysis questionnaire or job analysis observation can be made for collecting job information. Also job specifications help to find out what is done, what knowledge, skills, and abilities they need. (Steward&Brown, 2011).

A list of tasks or assignments and competencies that pertains to the job is generated to create tasks for Bank C. call center customer service representatives. The common tasks are shown in Appendix. In order to develop a comprehensive list of task, previous job descriptions are reviewed, conducted a direct observation or interviewed on people performing this job. The supervisors or managers directly assign the tasks or work of an employee so it is important to conduct interview with the supervisors or managers that have jurisdiction over this job. Next, that task is rated according to what is most important. On the basis of the ratings survey, analyze which competencies are critical to the position so that one can efficiently and successfully achieve said tasks. The final step is to summarize the results of the survey ratings and competencies and write it in a conventional job description format in which one outlines the qualifications / competencies needed for the position and a description of the job that the position is expected to perform. After this review, insurance policy, mortgage and loan options found important. Bank B's call center customer service representatives have to work on insurance policy terms and Bank A's customer service representatives have to work on processing better loan and mortgage options.

Call center customer representatives need to have some skills, abilities to perform the job. They have knowledge of principles and processes for providing customer and personal services, knowledge of administrative and clerical procedures and systems. They have skills of active listening, active speaking, service orientation, persuasion, critical thinking. They have ability of speech clarity, comprehension. All these characteristics provide to reduce call handling time and increase the number of customers per employee per day. (HR Spectrum Center for Advanced Human Resource Studies, 2005). Finally, I created a bank that has qualified call center customer service representatives and provide competency edge.

Describe the organizational situation that will benefit from this type of job / task analysis.