Working relationship of agents and team leaders in tech mahindra call center Libis, Quezon city Kristian Louie S. Orfila, Karren L. Seralde, Analyn B. Villarin

Thesis BSBA-HRDM University of Rizal System, Binangonan 2017

includes bibliographical references

This study aimed to determine the working relationship of Agents and Team Leaders in Tech Mahindra Call Center Libis, Quezon City. The researchers focused on one account which is Centro Consumer Wireline in Tech Mahindra that includes four Team Leaders and thirty Agents because they were the subject of the study. All in all, there were thirty-four total numbers of respondents. The researchers used descriptive method to gather information that is relevant to the study. Tech Mahindra was chosen to be the respondents of this study because the researchers have a friend who works at Tech Mahindra. Frequency, percentage and rank distribution, mean and one-way ANOVA were utilized to determine the working relationship of agents and team leaders in Tech Mahindra Call Center Libis, Quezon City. Among the thirty agents and four team leaders, majority were twenty-three to twenty-five Years old, it implicates that most of the respondents are in the middle age that are capable in responding and performing profound in the job description. It also shows that BPO companies hire employees whose ages range above eighteen which means that age does not matter when having working relationship in an organization. In terms or sex, all of the team leaders were female, eleven of the agents are male and nineteen are female. This implies that gender doesn't affect an organization's standards as long as they are capable of the job given to them. Scott (2014) stated that gender differences in the workplace typically stem from social factors, which influence the behaviors of men and women. Some organizations welcome gender diversity and encourage the inclusion of both sexes when making company decisions and offering promotional opportunities. Other organizations discourage gender inclusion and promote bias in the workplace. With most companies, gender differences add value and varying perspectives to an organization. In terms of civil status, most of them are single because they are focused on their job to gain more experiences and improvements. It implies that employees who were single have more time and focus to the job they have unlike the married ones who has divided time for work, for family, and home which gives the unavailability when sudden work emergencies occur wherein their presence are in need. In terms of educational attainment, three team leaders were in college level, one team leader was a high School graduate. While thirteen agents were in college level, nine agents were high School graduate, six were college graduate and two were in vocational level. It implicates that college diploma is not a requirement to get this job. In terms of Years of employment, three team leaders have four to six Years above of length of service and the other one has three. On the other hand, twenty-five agents were in the service of three Years below and five of them have four to six Years of service. In terms of schedule, agents and team leaders in one account have schedule of 3pm-12am. This implies that majority of them have a different shifting hours because of the different time zone and also because of their received calls are from America. The computed mean on the perception of the respondents' on Working Relationships of Agents and Team Leaders in Tech Mahindra Call Center in terms of communication and rewards and recognition was verbally interpreted as "Very High Quality". It implies that the organization has an effective communication towards each other and the rewards and recognitions they have given to their employees were in line to what they deserved, while on decision making, work relations and working performances was verbally interpreted as "High Quality". The factors that mostly affect the perception of the respondents were communication and work performance. It could be concluded that in terms of age, sex, civil status, educational attainment, Years of employment and schedule, there has no significance difference on the respondents' perception; therefore, the study fail to reject the null hypothesis. Based on the conclusions formulated, the researchers recommend that the company should have training regarding decision making practices that can strengthens them as a team. Company should formulate and establish rewards and recognition system that directly provides employees current needs, covering both monetary and non-monetary intrinsic rewards. In an organization, employee relations should always be present because it is one of the most important thing that will help them to do their jobs in the most comfortable and best way they can.