Como influye la satisfacción laboral en la rotación de personal en un Call Center en la ciudad de Barranquilla
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Fecha
2023
Autores
Jaramillo León, Laura Vanessa
Hernández Herrera, Keyla Johana
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Ediciones Universidad Simón Bolívar
Facultad de Administración y Negocios
Facultad de Administración y Negocios
Resumen
El presente estudio analizó la influencia de la satisfacción laboral en la rotación de personal en un Call Center en Barranquilla. La satisfacción laboral desempeña un papel fundamental en la retención y rotación del personal en una organización. Los empleados que encuentran satisfacción en su trabajo tienden a mostrar niveles más altos de compromiso y rendimiento, lo que se traduce en una mayor productividad general. Además, la satisfacción laboral contribuye a la retención de talentos clave, ya que los empleados satisfechos son menos propensos a buscar oportunidades laborales en otras empresas. Para realizar el análisis se optó por la metodología de investigación de corte cuantitativo, aplicando el método deductivo y utilizando como instrumento una evaluación de satisfacción laboral, sobre las variables de satisfacción laboral y rotación de personal. Como resultado, la evaluación de satisfacción laboral realizada revela áreas críticas que impactan directamente en la retención de personal en la organización. Factores como la estabilidad laboral, la falta de un plan de carrera claro y la insuficiente retroalimentación en la empresa emergen como aspectos problemáticos. La percepción de inestabilidad laboral puede generar inquietud entre los empleados, llevándolos a buscar oportunidades más seguras y estables en otros lugares.
y por último, las estrategias desde gestión humana para desarrollar al personal y promover la calidad de vida dentro y fuera del trabajo funcionan como catalizador de la satisfacción de los colaboradores y generador de un clima organizacional
positivo. Se concluye que capacitar a los líderes y supervisores en la entrega efectiva de retroalimentación es clave para asegurar que la comunicación entre la dirección y el equipo sea clara, positiva y orientada al crecimiento. Esta habilidad de liderazgo no solo fortalece las relaciones laborales, sino que también promueve un ambiente de trabajo saludable y colaborativo, elementos fundamentales para retener a los empleados talentosos y reducir la rotación.
The present study analyzed the influence of job satisfaction on personnel turnover in a Call Center in Barranquilla. Job satisfaction plays a critical role in staff retention and turnover in an organization. Employees who find satisfaction in their work tend to show higher levels of engagement and performance, which translates into greater overall productivity. Additionally, job satisfaction contributes to the retention of key talent, as satisfied employees are less likely to seek job opportunities at other companies. To carry out the analysis, the quantitative research methodology was chosen, applying the deductive method and using as an instrument a job satisfaction evaluation, on the variables of job satisfaction and staff turnover. As a result, the job satisfaction evaluation carried out reveals critical areas that directly impact personnel retention in the organization. Factors such as job stability, the lack of a clear career plan and insufficient feedback in the company emerge as problematic aspects. The perception of job instability can generate unrest among employees, leading them to seek safer and more stable opportunities elsewhere. and finally, human management strategies to develop staff and promote quality of life inside and outside of work function as a catalyst for employee satisfaction and generator of a positive organizational climate. It is concluded that training leaders and supervisors in the effective delivery of feedback is key to ensuring that communication between management and the team is clear, positive and growth-oriented. This leadership skill not only strengthens working relationships, but also promotes a healthy and collaborative work environment, critical elements for retaining talented employees and reducing turnover.
The present study analyzed the influence of job satisfaction on personnel turnover in a Call Center in Barranquilla. Job satisfaction plays a critical role in staff retention and turnover in an organization. Employees who find satisfaction in their work tend to show higher levels of engagement and performance, which translates into greater overall productivity. Additionally, job satisfaction contributes to the retention of key talent, as satisfied employees are less likely to seek job opportunities at other companies. To carry out the analysis, the quantitative research methodology was chosen, applying the deductive method and using as an instrument a job satisfaction evaluation, on the variables of job satisfaction and staff turnover. As a result, the job satisfaction evaluation carried out reveals critical areas that directly impact personnel retention in the organization. Factors such as job stability, the lack of a clear career plan and insufficient feedback in the company emerge as problematic aspects. The perception of job instability can generate unrest among employees, leading them to seek safer and more stable opportunities elsewhere. and finally, human management strategies to develop staff and promote quality of life inside and outside of work function as a catalyst for employee satisfaction and generator of a positive organizational climate. It is concluded that training leaders and supervisors in the effective delivery of feedback is key to ensuring that communication between management and the team is clear, positive and growth-oriented. This leadership skill not only strengthens working relationships, but also promotes a healthy and collaborative work environment, critical elements for retaining talented employees and reducing turnover.
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Palabras clave
Satisfacción laboral, Rotación de personal, Clima organizacional, Bienestar, Retención, Job satisfaction, Personnel turnover, Organizational climate, Well-being, Retention