Reference no: EM133492605

As part of your Flyer One operations, you have a centralized call center that employs ~30 call center employees. Call center employees are located in Romeoville, IL, and help new and existing customers with cleaning service needs and questions / feedback. Unfortunately, it is well known throughout your organization that your call center has high costs (for the industry) and low customer satisfaction. In addition, it is also well known that your call center employees are unmotivated, with high absenteeism rates and low employee satisfaction scores. Knowing the issues being faced, you have asked the SVP overseeing the Call Center to identify key changes that need to be implemented. For this assignment, I want you to work with your assigned partner to complete the following:

Redesign the jobs of your Flyer One call center workers by utilizing Hackman and Oldham's job characteristics theory. Make sure to define the theory, explaining all five job dimensions, and be clear as to how your recommended changes will impact all five of the dimensions.

Implement a new reward system for your employees, making sure to link performance to rewards. Explain to your employees the different options considered, and make sure to justify the choice that you made for your team.

Review the leadership style of the call center leadership team and recommend a new leadership style going forward based on the concerns that have been identified. Please be clear as to why this is the best leadership style for the Flyer One call center.

Educate your leadership team on the different sources of leader power and explain different tactics that leaders can use to influence others.