Relevant bibliographies by topics / Supervisor call

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  1. Journal articles
  2. Dissertations / Theses
  3. Books
  4. Book chapters
  5. Conference papers
  6. Reports

Academic literature on the topic 'Supervisor call'

Author: Grafiati
Published: 4 June 2021
Last updated: 1 February 2022

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Journal articles on the topic "Supervisor call"

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Meglich, Patricia, Sean Valentine, and Dale Eesley. "Perceptions of supervisor competence, perceived employee mobility, and abusive supervision." Personnel Review 48, no. 3 (April 1, 2019): 691–706. http://dx.doi.org/10.1108/pr-08-2017-0239.

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Purpose In response to the call for deeper investigation of abusive supervision (Martinko et al., 2013), the purpose of this paper is to examine perceived supervisor competence and perceived employee mobility (an individual’s perception of his/her ability to obtain new employment) to better understand contextual and individual factors that potentially influence the degree of harmful supervisory behaviors experienced by employees. Design/methodology/approach Responses from 749 survey participants were analyzed to determine the impact of perceived supervisor competence and perceived employee mobility on perceptions of abusive supervisory conduct. A bootstrapping-based mediation analysis (Hayes, 2012) was used to test for mediation by the variables of interest. Findings The authors found that perceived supervisor competence is associated with weakened perceptions of abusive supervision, and that this relationship is partially mediated by respondents’ perceived occupational mobility. Research limitations/implications The data are cross-sectional and were collected with a self-report questionnaire and compiled utilizing student-enumerators. The sample was also regional in scope and lacked information that would indicate if respondents were also supervisors. Practical implications These results imply that perceptions of abusive supervision can be mitigated by building stronger competencies in supervisors, which translates into greater individual employee perceived mobility. Human resource (HR) professionals can implement practices to decrease the likelihood of abusive supervisory conduct by ensuring that supervisors are competent in their jobs, facilitating a coaching/mentoring process between supervisors and subordinates and establishing/maintaining an effective developmental performance feedback process for supervisors. Social implications Since perceived supervisor competence is one element of reducing abusive conduct, while also enhancing subordinate perceived mobility, selection and training efforts should focus on hiring and preparing individuals to be effective work supervisors. Enhancing worker capabilities and marketability may result in greater perceived occupational mobility and reduced perceptions of abuse by supervisors. Originality/value These results lend support to the argument that perceptions of abusive supervision can be mitigated by building stronger competencies in supervisors, which translates into greater perceived mobility among employees. Organizations may benefit through lowered employee turnover, employees may enjoy more harmonious, supportive relationships with their supervisors and HR staff may benefit by having competent supervisors who do not generate employee complaints and intentions to quit.
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Herd, Corey L., and Tracy J. Cohn. "Constructing and Maintaining Appropriate Boundaries within Clinical Supervision Relationships." Perspectives on Administration and Supervision 19, no. 1 (March 2009): 30–35. http://dx.doi.org/10.1044/aas19.1.30.

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Abstract Considerable literature on the relationship between supervisor and supervisee has emerged in the last decade. Much of this literature, however, has examined the relationship that occurs between psychologist and psychology supervisee. In the domain of speech-language pathology and audiology, there is a paucity of information and data. Thus, in response to the limited body of work in the field, the authors hope to first spark discussion around the topic of boundaries within the relationship between clinical supervisors and supervisees. One theoretical model, the “slippery slope,” is presented as a means to understand boundary crossing behavior in the clinical supervision context. The second objective of this article is to explore the working alliance or the working relationship that occurs between a supervisee and a supervisor. Given the multiple roles that a supervisor plays in the life of the supervisee, mentee, and finally colleague, it is likely that at some point, in one of these roles, that the supervisor and/or the supervisee will be faced with a difficult boundary situation. This article is proposed in response to the call from researchers and practitioners who have suggested that one response to addressing boundary violations and boundary crossings is a frank and open discussion.
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Lavy, Shiri, Hadassah Littman-Ovadia, and Maayan Boiman-Meshita. "The Wind Beneath My Wings." Journal of Career Assessment 25, no. 4 (September 7, 2016): 703–14. http://dx.doi.org/10.1177/1069072716665861.

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Using character strengths at work has been associated with desirable feelings, attitudes, and functioning. However, factors promoting strengths use at work have rarely been studied. In the present study, we focused on social support, a key contributor to employees’ functioning and well-being, and examined the effects of supervisor and colleague support on employees’ strengths use. Participants ( N = 120) completed daily measures of their supervisors’ and colleagues’ support, and their use of strengths at work, over 10 workdays. Results indicated that supervisor support (but not colleague support) on a given day predicted increased strengths use on the following day. These results point to the potentially unique role of supervisors (and not colleagues) in promoting employees’ fulfillment of their potential at work and call for examination of strengths use as a mechanism underlying desirable effects of supervisor support on employees’ attitudes and behaviors.
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Carvalho, Sirley de, and Luciana Mourão. "ANÁLISE DE NECESSIDADES DE TREINAMENTO EM CALL CENTERS." REAd. Revista Eletrônica de Administração (Porto Alegre) 20, no. 3 (December 2014): 740–72. http://dx.doi.org/10.1590/1413-2311.0042013.40564.

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Os sistemas de atendimento representam o elo entre a organização e os consumidores e, nesse sentido, deveriam ser entendidos como ferramenta estratégica. Porém, a falta de qualificação dos profissionais de call centers é um fato que tem trazido muitas implicações para a vida das pessoas. O primeiro passo para as ações de capacitação consiste na avaliação de suas necessidades de treinamento. Contudo, apesar de a avaliação de necessidades de treinamento influenciar em todo o processo de Treinamento e Desenvolvimento - T&D, este aspecto ainda tem sido pouco pesquisado. A presente pesquisa objetivou identificar a percepção de necessidades de treinamento de supervisores de call centers e se variáveis pessoais como idade, escolaridade, tempo de serviço, tempo como supervisor e motivação para aprender influenciam nessa percepção de necessidade de treinamento. Participaram do survey 251 supervisores de uma grande empresa de call center e foram realizadas 6 entrevistas em profundidade. Os resultados apontam para: (i) uma baixa percepção de necessidades de capacitação; e (ii) uma predição da motivação para aprender e da percepção de importância e de domínio prévio das competências do curso sobre a percepção de necessidade de treinamento. As variáveis idade, escolaridade, tempo de serviço e tempo como supervisor não figuraram como variáveis preditoras da percepção de necessidades de treinamento. O estudo corrobora outros achados da literatura e aponta contribuições teóricas e metodológicas, além de algumas reflexões que podem ser úteis para os profissionais que atuam na área.
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Van Boxtel, Joanne M. "Seeing Is Believing: Innovating the Clinical Practice Experience for Education Specialist Teacher Candidates With Video-Based Remote Supervision." Rural Special Education Quarterly 36, no. 4 (October 16, 2017): 180–90. http://dx.doi.org/10.1177/8756870517737313.

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A call to implement 21st-century change drivers within teacher preparation is evidenced within policy and research. The use of technology-enhanced methods of supervision where virtual observations of pre-service or in-service teachers are performed by university supervisors or mentors has an established and growing research base that demonstrates improvements in pre- and in-service teacher competencies, as well as programmatic benefits, such as time and cost savings and the ability to supervise remotely. To answer this call, the researcher investigated the strategic implementation of an asynchronous video-based remote supervision model within a university-based teacher preparation program from the perspective of education specialist teacher candidates and their cooperating teachers. Results suggest a video-based remote supervision method is feasible and equally effective or preferred over traditional face-to-face observations by teacher candidates and cooperating teachers for self-reflection, professional growth, and convenience. Time and cost savings resulting from reduced travel for the supervisor are analyzed and discussed. The model and methods presented in this study may be replicated to enable strategic scaling of video-based remote supervision within other teacher preparation programs, particularly those serving candidates in remote or rural areas.
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Sidhu, Gurnam Kaur, Peck Choo Lim, Sian Hoon Teoh, and Priyadarshini Muthukrishnan. "Students’ Perspectives of Postgraduate Supervision: Desirable and undesirable practices." Environment-Behaviour Proceedings Journal 5, SI3 (December 28, 2020): 205–10. http://dx.doi.org/10.21834/ebpj.v5isi3.2555.

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The current global completion rate for postgraduates stands at 60 per cent, and one of the main problems cited is poor supervisory practices among postgraduate supervisors. Therefore, this qualitative study presents the views of nine PhD scholars on postgraduate supervisory practices from four universities in Malaysia. The thematic qualitative analysis categorized the supervisory practices into three main aspects, namely desirable, undesirable, and appalling practices. The findings of this study though not conclusive do shed some light on current supervisory practices. The findings imply that training and perhaps the call for accreditation of postgraduate supervisors is in order. Keywords: postgraduate study; supervisory practices; feedback; learning community; Supervisor-student interaction. eISSN: 2398-4287© 2020. The Authors. Published for AMER ABRA cE-Bs by e-International Publishing House, Ltd., UK. This is an open access article under the CC BYNC-ND license (http://creativecommons.org/licenses/by-nc-nd/4.0/). Peer–review under responsibility of AMER (Association of Malaysian Environment-Behaviour Researchers), ABRA (Association of Behavioural Researchers on Asians) and cE-Bs (Centre for Environment-Behaviour Studies), Faculty of Architecture, Planning & Surveying, Universiti Teknologi MARA, Malaysia. DOI: https://doi.org/10.21834/ebpj.v5iSI3.2555
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Benson, Nicole M., John B. Taylor, Suzanne A. Bird, and Scott R. Beach. "“Call Me, Maybe”: Supervisor and Resident Comfort With Indirect Supervision in Psychiatry Training." Psychosomatics 60, no. 5 (September 2019): 474–80. http://dx.doi.org/10.1016/j.psym.2018.12.006.

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Hidayah Ibrahim, Siti Nur, Choo Ling Suan, and Osman M. Karatepe. "The effects of supervisor support and self-efficacy on call center employees’ work engagement and quitting intentions." International Journal of Manpower 40, no. 4 (July 1, 2019): 688–703. http://dx.doi.org/10.1108/ijm-12-2017-0320.

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Purpose The purpose of this paper is to investigate work engagement as a mediator of the impacts of supervisor support and self-efficacy on quitting intentions, and examine self-efficacy as a mediator between supervisor support and work engagement. Design/methodology/approach Data were collected from 177 call center employees in Malaysia. The aforesaid linkages were tested through structural equation modeling. Findings As hypothesized, self-efficacy mediates the relationship between supervisor support and work engagement, while work engagement mediates the impacts of supervisor support and self-efficacy on quitting intentions. Originality/value Though work engagement is on the decline and employee turnover is on the rise, no attention has been given to investigating the impacts of supervisor support and self-efficacy simultaneously on call center employees’ work engagement and quitting intentions so far. Therefore, the study aims to fill in this void.
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Pattnaik, Subash Chandra, and Narendra Panda. "Supervisor support, work engagement and turnover intentions: evidence from Indian call centres." Journal of Asia Business Studies 14, no. 5 (April 13, 2020): 621–35. http://dx.doi.org/10.1108/jabs-08-2019-0261.

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Purpose This paper aims to examine the relationship between supervisor support, work engagement and turnover intentions with work engagement playing the role of a mediator. Design/methodology/approach Data from 386 Indian call centre employees through questionnaire survey was collected. A variety of statistical tools such as confirmatory factor analysis, Sobel test and descriptive statistics were used for examining the relationship. Findings From this study, it was found that work engagement partially mediates the relationship between supervisor support and turnover intentions confirming well with the model hypothesized for the study. Originality/value Both employee turnover and disengagement levels in call centres keep on increasing, but very little research has been conducted so far on the linkage between supervisor support, work engagement and turnover intentions. Whatever little research has been conducted so far does not take supervisor support as a one-dimensional construct, thus obscuring its impact on work engagement and turnover intentions. That too, the findings about the relationship between work engagement and turnover intentions are mixed, thus calling for further studies. Moreover, the majority of the studies so far have come from Western contexts. The relationship is yet to be fully understood in the emerging Asian business context.
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Eulerich, Marc, and Markus Stiglbauer. "Supervisory boards and their new role as a strategic business coach: opening the German black box of upper echelons." Corporate Ownership and Control 9, no. 3 (2012): 321–29. http://dx.doi.org/10.22495/cocv9i3c3art1.

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The board’s work is one of the most often discussed corporate governance mechanisms. Nevertheless, the board’s work often is considered a black box or a closed circle, too. The traditional view on German supervisory boards’ tasks within the two-tier system is the one as as a past-oriented supervisor of the management board. In light of the current financial crisis, the call for a general role transfer of German supervisory boards to pro-active, future-oriented/strategic business coaching is getting louder. An empirical study opening the German black box of upper echelons investigates if or/and how such a role transfer has already was carried out. Findings reveal that supervisory boards now actively advice the management board to build up and monitor strategic goals and react immediately case of evidence of a crisis. Moreover, supervisory boards do not longer exclusively consider financial key data but also qualitative data on human resources (e.g. skills/know-how) and sustainability issues (e.g. stakeholder integration) when evaluating strategies.
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Dissertations / Theses on the topic "Supervisor call"

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Vogel, Whitney Elan Schneider. ""To Call or Not to Call?" The Impact of Supervisor Training on Call Center Employee Attitudes and Well-Being." PDXScholar, 2019. https://pdxscholar.library.pdx.edu/open_access_etds/5242.

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Call center customer service occupations represent a growing proportion of the U.S. economy in the digital age. These roles are characterized by low control, high levels of emotional labor, and burnout. Turnover rates in call centers are often twice as high as in other industries. To combat these challenges, I delivered a supervisor-focused mental health training intervention targeted at improving supervisor supportive behaviors and employee outcomes. The indirect effect of supervisor training on employee outcomes related to perceived supervisor support, problem-focused coping, burnout, turnover intentions, and withdrawal behaviors were evaluated. A waitlist control design (N = 74) was used to assess the effectiveness of the training up to six weeks after the intervention. Additionally, a weekly diary study evaluated the process of behavior and attitude change for employees. Results indicated that the intervention did not impact the hypothesized employee outcomes up to six weeks following training. Implications, limitations, and future directions are discussed.
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Fernandes, Joaquim Márcio Sousa. "A liderança no Call Center: o caso da TMN/PT Contact." Master's thesis, Instituto Superior de Ciências Sociais e Políticas, 2013. http://hdl.handle.net/10400.5/5171.

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Dissertação de Mestrado em Sociologia das Organizações e Trabalho
A liderança é um tema muito importante a nível das organizações, pois é vital para o seu sucesso. Pode ser definida como um processo de influência social através do qual o líder procura obter a participação voluntária dos outros elementos do grupo no sentido de atingirem a causa comum. O enquadramento deste trabalho orientou-se para a definição das várias teorias da liderança e conceitos correlatos, no sentido de permitir contextualizar a liderança num ambiente organizacional particular: o call center, ambiente que já foi sociologicamente descrito como um caso notório de neo-taylorismo terciário. Com apoio na teoria situacionista, constatou-se que existe a expectativa teórica da relação entre tarefas simples, repetitivas e rotineiras (como as que caracterizam o call center) com uma adequação e sucesso particulares da liderança autocrática. O estudo empírico que empreendemos desenvolveu-se em torno dessa premissa, orientado para o teste da seguinte hipótese: Existe uma predominância do estilo de liderança autocrático por parte dos supervisores no call center. Para a testar recorreu-se ao inquérito por questionário aplicado a supervisores (auto-avaliação) e comunicadores (hetero-avaliação). Os resultados do estudo invalidaram a hipótese pois mostram que a maioria dos líderes analisados tem um estilo democrático e nenhum tem um estilo autocrático.
Leadership is a very important topic at the level of organizations because it is vital to its success. It can be defined as a process of social influence through which the leader seeks the voluntary participation of other group members in order to achieve the common cause. The framework of this dissertation was directed toward the definition of the various theories of leadership and related concepts, in order to allow a deep understanding of leadership in a particular organizational environment: the call centre, an environment that has been described sociologically as a notorious case of tertiary neo-taylorism. With support in the situationist theory, it was found that there is a theoretical expectation about the relationship between simple, repetitive and routine tasks (such as those that characterize the call centre) with a particular suitability and success of autocratic leadership. The empirical study we have undertaken has developed around this premise, aimed to test the following hypothesis: There is a predominance of autocratic style of leadership among supervisors in the call centre. For testing we used the survey questionnaire administered to supervisors (self assessment) and communicators (hetero-evaluation). The study results invalidate the hypothesis because they show that most leaders have a democratic style and none has an autocratic style.
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Almeida, Ana Carolina Barros de. "A expressividade oral em call center na perspectiva do fonoaudiólogo, do supervisor e do teleoperador." Pontifícia Universidade Católica de São Paulo, 2008. https://tede2.pucsp.br/handle/handle/12201.

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Conselho Nacional de Desenvolvimento Científico e Tecnológico
Introduction: The telephone operator has the telephone as the only means of contact with others, therefore has only verbal communication to represent the company he/she works for and thus guarantee customer satisfaction. Clarity, credibility and naturalness, aspects necessary when speaking on the telephone, can be obtained and improved by means of working with oral expressiveness. Given the relevance of the subject at present, the focus of interest of this research was to investigate oral expressiveness from the point of view of different professionals that work in the same sector that of teleservices. Objective: to characterize oral expressiveness from the perspective of the speech therapist, supervisor and telephone operator. Method: semi-directed interviews were held with three phonoaudiologists (F1, F2, F3) about the practice they conducted with telephone operators, as well as their views and manners of working with oral expressiveness. Each phonoaudiologist indicated a supervisor and a telephone operator from the same company in which he/she works to participate in the present research. The interview with the supervisors (S1, S2, S3) covered their expectations as regards phonoaudiological training with telephone operators, their views about the subject of oral expressiveness and the its impact with regard to the customer. The telephone operators (T1, T2, T3) replied to the interviewer that investigated the phonoaudiological practice for performing his/her work, his/her perspective about the subject of oral expressiveness and the its impact on his/her relationship with the customer. Afterwards, all the material was transcribed, submitted to various readings, and thematic analysis performed according to Minayo (2004), from which the points of feelings were denominated thematic axes according to common aspects of speech that were emphasized in the context. Results and Discussion: For F1 and F2, expressiveness was related to interaction with the other person and communication, and the expressive resources appeared as determinants for more expressive speech, the term voice continues to be present in their speeches. F3 hardly mentioned the relationship with the other person and was shown to dissociate language, speech and voice. The supervisors, especially S1 and S2 showed difficulty in defining oral expressiveness and associated it with the voice, so that this term was mentioned as the only means by which expressiveness was effected. However, S3 spoke little about voice, and mentioned communication and the relationship with the other person. With regard to the telephone operators, for T1 and T2, emotions have a strong link with expressiveness, which T3 related to positive characteristics in communication. As regards the practice the phonoaudiologists conducted, it was perceived that although the work of improving communication forms part of the speech of F1 and F2, care of the voice continues to permeate their work. The manner of working expressiveness shows that phonoaudiological action continues to be linked to the clinic, as the voice is has an outstanding part in the actions, whether by means of vocal warming up or cooling down, or working with pitch, loudness and articulation, or for questions of vocal health, in detriment to practice with the goal of verbal communication. With regard to the impact of expressiveness on the customer, supervisors and telephone operators recognized that the different resources used in speech confer various feelings both on telephone operators and customers. Final considerations: It was observed that phonoaudiologist, supervisors and telephone operators found oral expressiveness a difficult term to define. The subject had interaction with the other person as a common link, with expressiveness by means of the voice being most mentioned by phonoaudiologists and supervisors, and feelings and emotions, mentioned particularly from the perspective of telephone operators
Introdução: o teleoperador tem o telefone como único meio de contato com o outro, por isso possui apenas a comunicação verbal para representar a empresa em que trabalha e dessa forma garantir a satisfação do cliente. Dessa forma, faz-se necessário uma comunicação clara que ao mesmo tempo aproxime e sensibilize o cliente, assim como, transmita credibilidade e naturalidade. Aspectos estes que podem ser obtidos e aprimorados por meio do trabalho com expressividade oral. Dada a relevância do assunto atualmente o foco de interesse dessa pesquisa é investigar a expressividade oral na visão de diferentes profissionais que atuam em um mesmo segmento, o de telesserviços. Objetivo: caracterizar a expressividade oral na perspectiva do próprio fonoaudiólogo, do supervisor e do teleoperador. Método: foram realizadas entrevistas semi-dirigidas com três fonoaudiólogos (F1, F2, F3) sobre a prática realizada por eles mesmos com teleoperadores, assim como a sua visão e forma de trabalho com expressividade oral. Cada fonoaudiólogo indicou um supervisor e um teleoperador da mesma empresa em que trabalha para participar da presente pesquisa. A entrevista com os supervisores (S1, S2, S3) abrangeu as suas expectativas em relação ao treinamento fonoaudiológico com teleoperadores, a sua visão sobre o tema expressividade oral e o impacto desta na relação com o cliente. Os teleoperadores (T1, T2, T3) responderam à entrevista que investigou a prática fonoaudiológica para a realização do seu trabalho, a sua perspectiva sobre o tema expressividade oral e o impacto desta na relação com o cliente. Posteriormente, todo o material foi transcrito, submetido a várias leituras e realizada a análise temática segundo Minayo (2004), a partir da qual os pontos de sentidos foram denominados eixos temáticos de acordo com aspectos comuns do discurso que se destacaram no contexto. Resultados e discussão: para F1 e F2 a expressividade foi relacionada com a interação com o outro, com comunicação e os recursos expressivos apareceram como determinantes para uma fala mais expressiva, embora os aspectos relacionados a voz como instrumento ainda estejam presentes em seus discursos. F3 pouco mencionou a relação com o outro e demonstrou dissociar a linguagem, fala e voz. Os supervisores, especialmente S1 e S2, apresentaram dificuldade na definição do termo expressividade oral e fizeram uma forte associação entre expressividade e voz, de modo que o termo voz foi citado como único meio pelo qual a expressividade se efetua. Porém, S3 pouco utilizou o termo e fez menção à comunicação e relação com o outro. Quanto aos teleoperadores, para T1 e T2, os sentimentos e emoções tem uma forte ligação com a expressividade que é relacionada por T3 a características positivas na comunicação. Quanto à prática efetuada pelas fonoaudiólogas, percebeu-se que, embora o trabalho com o aprimoramento da comunicação faça parte do discurso de F1 e F2, os cuidados com a voz ainda permeiam o seu trabalho. A forma de trabalhar expressividade oral mostra que a atuação fonoaudiológica ainda tem fortes ligações com a clínica, na medida que a voz tem um destaque nas ações seja por meio de exercícios de aquecimento e desaquecimento vocal ou pelo trabalho com pitch, loudness,articulação ou pelas questões de saúde vocal, em detrimento a uma prática voltada para a comunicação verbal. Com relação ao impacto da expressividade sobre o cliente, supervisores e teleoperadores reconhecem que os diferentes recursos utilizados na fala conferem variados sentidos tanto para teleoperadores como para clientes. Considerações finais: observou-se que a expressividade oral foi um termo difícil de ser definido tanto para as fonoaudiólogas, quanto para supervisores e teleoperadores. O tema teve como elo comum a interação com o outro e a expressividade por meio da voz mais citadas por fonoaudiólogos e supervisores e os sentimentos e emoções, principalmente na perspectiva dos teleoperadores
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Xiang, Yu. "The interconnection of supervisor-subordinate guanxi and psychological contract processes in the context of Chinese banking call center." Thesis, Durham University, 2017. http://etheses.dur.ac.uk/12220/.

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The broad aim of this study is to understand and model the nature of the psychological contract and its breaches within the relatively un-researched context of the Chinese banking call center industry, and uses the results to arrive at recommendations for improving supervisor-subordinate relationships in these and similar situations, with a particular focus on responding to the questions regarding how employee work attitudes remain positive when negative experience arise (i.e., breach of psychological contract) within high-quality of social exchange relationship. The thesis builds upon two studies, each having its own objective: Study one seeks to investigate the contents and the structure of the psychological contract of banking call center employees in China; Study two contains two parts. In the first part, it first redefines the indigenous concept supervisor-subordinate guanxi (SSG) in the context of Chinese banking call center, and then to examine the relationship between SSG quality and its effects on employee work attitudes. Based on this, it develops and tests a mediation model in which perceived breaches of psychological contract (PCB) is hypothesized as partially mediating such a relationship; The second parts of Study two intends to investigate the moderating effect of SSG quality in the relationship between perceived PCB and employee work attitudes. The main results of this investigation suggest that the structure of psychological contract in Chinese banking call center employees exhibits three-dimensions, namely, interpersonal, development, and normal. Moreover, perceived PCB is found to partially mediate the effects of SSG quality on affective commitment, organizational identification, job satisfaction, and turnover intention. Our results also reveal that SSG quality moderates the relationship between contract breach and employee work attitudes. The findings of the present study highlight the interconnection of SSG quality and psychological contract processes. Additionally, this study also shed light on several important issues for managerial practice in the same or similar contexts.
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Ferreira, Taisa Dias. "Análise da situação de trabalho do supervisor como líder estratégico em call center´s: um estudo de caso numa operadora de telecomunicações." Florianópolis, SC, 2001. http://repositorio.ufsc.br/xmlui/handle/123456789/81827.

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Dissertação (mestrado) - Universidade Federal de Santa Catarina, Centro Tecnológico, Programa de Pós-Graduação em Engenharia de Produção.
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A presente pesquisa teve como objetivo a caracterização da situação de trabalho no âmbito da organização das atividades desenvolvidas por uma equipe de líderes de um Call Center e/ou Central de Atendimento de uma operadora de telecomunicações brasileira. O estudo realizado constituiu-se de uma tentativa de diagnosticar a organização do trabalho dessa equipe frente a um momento de reestruturação intensa, quando há apenas dois anos, passou pelo processo de privatização da empresa e se deparou com a necessidade de quebra de paradigmas e consequentemente, mudança de comportamento originada pelas novas tendências do mercado de telecomunicações. A pesquisa, que aconteceu entre os meses de fevereiro e dezembro do ano de 2000, é do tipo exploratória-descritiva-avaliativa e procurou combinar aspectos da dimensão objetiva e subjetiva. O método estudo de caso está fundamentado na análise intensiva de uma única organização, denominada ficticiamente de Alfa. Trinta e cinco indivíduos que exerciam as funções do cargo de Supervisor no segmento Serviços Básicos do Call Center da Alfa em Florianópolis formaram a amostra. A coleta de dados deu-se por meio de questionário elaborado pela Beta Telemarketing e validado num estudo semelhante realizado em outro Call Center da empresa em outro estado. Além dessa, as técnicas de entrevista, análise documental e a observação também foram utilizadas. A partir da coleta de dados, os mesmos foram objeto de análise comparativa de acordo com o que foi inicialmente proposto, o que fez pressupor significativas mudanças na organização do trabalho dessa equipe estratégica e nos seus padrões culturais, objetivando práticas de trabalho mais eficazes e modelos de gestão voltados para um desenvolvimento contínuo das pessoas e da organização
Abstract The present research had as great objective the characterization of the situation of work in the scope of the organization òf the activities developed by a team of leaders of a brazilian telecommunications call centers company. The carried through study one consisted of an attempt to diagnosis the organization of the work of this team by a moment of intense reorganization, when just two years ago, it passed for the process of privatization of the company and if it came across with the necessity of paradigm in addition and change of behavior originated for the new trends of the market of telecom. The research happened between February and December - 2000 and looked for to match aspects of the objective and subjective dimension. The method case study is based on the intensive analysis of an only organization. Thirty five individuals that exerted the functions of the position of Supervisor in Serviços Básicos Alfa's Call Center in Florianópolis had formed the sample. The information was collected given by a questionary elaborated by Beta Telemarketing^and validated in a carried through similar study in another Alias's Call Center in another state. Beyond this, the techniques of interview, documentary analysis and the comment had been also used. From the collection of informations, the same people had been object of comparative analysis in accordance with what initially it was considered, what made to estimate significant changes in the organization of the work of this strategical team and in its cultural standards, looking for practical of work more efficient and models of management to a continuous development of the people and the organization.
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Spies, Marelise. "Emotional labour and the experience of emotional exhaustion amongst customer service representatives in a call centre." Thesis, Link to the online version, 2006. http://hdl.handle.net/10019/1221.

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Menou, Edern. "Conception d’alliages par optimisation combinatoire multiobjectifs : thermodynamique prédictive, fouille de données, algorithmes génétiques et analyse décisionnelle." Thesis, Nantes, 2016. http://www.theses.fr/2016NANT4011/document.

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Ce travail a pour objet le développement d’un système combinant un algorithme génétique d’optimisation multiobjectifs avec des outils de thermodynamique prédictive de type calphad (calcul des diagrammes de phases) et de fouille de données permettant l’estimation des propriétés thermochimiques et thermomécaniques d’alliages multicomposants. L’intégration de ces techniques permet l’optimisation quasi-autonome de la composition d’alliages complexes vis-à-vis de plusieurs critères antagonistes telles les résistances mécaniques et chimiques, la stabilité microstructurelle à haute température et le coût. La méthode est complétée d’une technique d’analyse décisionnelle multicritères pour assister la sélection d’alliages. L’approche est illustrée par l’optimisation de la chimie de deux familles d’alliages multicomposants. Le premier cas d’étude porte sur les superalliages à base de nickel polycristallins corroyés renforcés par précipitation de la phase 0 destinés à la fabrication de disques de turbines dans l’aéronautique ou de tuyauteries de centrales thermiques. L’optimisation résulte en la conception d’alliages moins onéreux et prédits plus résistants que l’Inconel 740H et le Haynes 282, deux superalliages de dernière génération. Le second cas d’étude concerne les alliages dits « à forte entropie » dont la métallurgie singulière est emblématique des problèmes combinatoires. À l’issue de l’optimisation, quelques alliages à forte entropie ont été sélectionnés et fabriqués ; leur caractérisation expérimentale préliminaire met en évidence des propriétés attrayantes tel un ratio dureté sur masse volumique inédit
The present work revolves around the development of an integrated system combining a multi-objective genetic algorithm with calphad-type computational thermodynamics (calculations of phase diagrams) and data mining techniques enabling the estimation of thermochemical and thermomechanical properties of multicomponent alloys. This integration allows the quasiautonomous chemistry optimisation of complex alloys against antagonistic criteria such as mechanical and chemical resistance, high-temperature microstructural stability, and cost. Further alloy selection capability is provided by a multi-criteria decision analysis technique. The proposed design methodology is illustrated on two multicomponent alloy families. The first case study relates to the design of wrought, polycrystalline 0-hardened nickel-base superalloys intended for aerospace turbine disks or tubing applications in the energy industry. The optimisation leads to the discovery of novel superalloys featuring lower costs and higher predicted strength than Inconel 740H and Haynes 282, two state-of-the-art superalloys. The second case study concerns the so-called “high-entropy alloys” whose singular metallurgy embodies typical combinatorial issues. Following the optimisation, several high-entropy alloys are produced; preliminary experimental characterisation highlights attractive properties such as an unprecedented hardness to density ratio
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Sant, Marta. "A portfolio of academic, therapeutic practice and research work: including an investigation of we call it countertransference, but what is it that we're really talking about?" An interpretative phenomenological analysis of psychodynamic supervisors' experiences of countertransference in supervision." Thesis, University of Surrey, 2012. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.582820.

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This is a portfolio of academic, therapeutic practice and research work. The portfolio consists of three dossiers that demonstrate my personal and professional development during my three years of training. The academic dossier contains three selected essays : ' that were compiled through the course of my studies. The first essay explores the concept of resistance within psychodynamic theory and practice. This essay describes the expressions and functions of resistance, highlighting how client and therapist resistance shapes the therapeutic relationship. The second essay draws on Cognitive Behavioural Therapy (CBT) theory and practice. This essay attempts to highlight the complexity, challenges and benefits of using CBT with older adults. In particular, this essay examines how CBT influences the therapeutic relationship when working with this specific client group. The third essay considers how a person-centred approach understands and conceptualises human distress, whilst critiquing the use of classification systems such as the . DSM-IV-TR and the ICD-lO. This essay also illustrates how a person-centred practitioner would engage therapeutically with a client presenting with obsessive compulsive personality disorder traits. The therapeutic practice dossier focuses on my clinical experience. It contains a description of my three clinical placements and includes my 'Final Clinical Paper'. This paper provides a personal account of my journey towards becoming a counselling psychologist, explaining how theory and practice have shaped the practitioner and individual that I am today. Finally, the research dossier is comprised of a literature review and two qualitative research reports. The literature review addresses the psychodynamic phenomenon of countertransference within the supervisory relationship and discusses how supervisee and supervisor styles of relating colour the supervisory relationship. The first research report is an Interpretative Phenomenological Analysis (IPA) that examines how psychodynamic supervisors experience countertransference in supervision. The second research report uses Thematic Analysis (TA) to explore how trainee practitioners experience the psychodynamic supervisory relationship.
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Mirzaei, Golrokh. "Data Fusion of Infrared, Radar, and Acoustics Based Monitoring System." University of Toledo / OhioLINK, 2014. http://rave.ohiolink.edu/etdc/view?acc_num=toledo1396564236.

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Yang, Hsin-Yi, and 楊心怡. "Call center outsourcing, leadership and emotional exhaustion and the impact of organizational commitment - The mediating effect of perceived supervisor support." Thesis, 2010. http://ndltd.ncl.edu.tw/handle/26705331913777741764.

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碩士
元智大學
管理研究所
98
Customer relationship management has became an important topic in recent years, many companies began to shift the focus to the customer services, and customer service outsourcing to the outsourcing of call center, in order to emphasize the division of labor and lower costs; Agents are exposed to different issues every day advice and complaints, how effective leadership to staff satisfaction and thus maintaining a high quality of service is outsourced call center efforts. The main purpose of this study is to understand the customer service center director''s leadership style, influence customer perceptions of supervisors to support and work experience and the relevance of organizational commitment empirical analysis, expected to provide practical reference value. The questionnaire was used in this study, a total of 220 questionnaires sent, 201 valid questionnaires, using SPSS statistical software to conduct statistical analysis, reliability analysis, correlation analysis, ANOVA and regression analysis to verify this hypothesis. The results of this study show that: 1. Compassionate leadership style, will negatively affect their emotional exhaustion; and competent support through the intermediary role of perceived negative impacts of emotional exhaustion. 2. Compassionate leadership style will positively affect employees perceived supervisor support and organizational commitment; and through the intermediary role of perceived supervisor support, positive effect on organizational commitment. 3. Institutional leadership style, and will not positively affect their emotional exhaustion; and perceived supervisor support, through the intermediary role, it will not positively affect the emotional exhaustion. 4. Institutional leadership style, and will not negatively affect their perceived supervisor support and organizational commitment;, through the intermediary role of perceived supervisor support, it will not negatively affect the organizational commitment. 5. Compassionate leadership style, leadership style and system of management in the call center is not much difference.
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Books on the topic "Supervisor call"

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United States. Office of Personnel Management. Office of Merit Systems Oversight & Effectiveness. Supervisors in the federal government: A wake-up call. [Washington, D.C.]: The Office, 2001.

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Moran, Thomas R. Call the roll. [Java, N.Y.?]: T.R. Moran, 2001.

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Trotter, Michael D. The Customer Call Center Outback. West Lafayette: Purdue University Press, 2005.

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United States. Merit Systems Protection Board. A call to action: Improving first-level supervision of Federal employees. Washington, D.C: U.S. Merit System Protection Board, 2010.

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Ontario. Ministry of Agriculture and Food. Veterinary Supervised Health Management For Beef Cow Calf Herds. S.l: s.n, 1986.

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Effectiveness, United States Office of Personnel Management Office of Merit Systems Oversight &. Supervisors in the federal government: A wake-up call : report of a special study. [Washington, D.C.?]: U.S. Office of Personnel Management, Office of Merit Systems Oversight and Effectiveness, 2001.

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Office, General Accounting. Office of Thrift Supervision: Stronger system controls needed to prevent call report delays : report to the Chairman, Committee on Banking, Housing, and Urban Affairs, U.S. Senate. Washington, D.C: The Office, 1992.

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Office, General Accounting. Telecommunications: FCC should include call quality in its annual report on competition in mobile phone services : report to the Honorable Anthony D. Weiner, House of Representatives. Washington, D.C: GAO, 2003.

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Not by the Seat of My Pants!: Leadership Lessons for the Call Center Supervisor (N). iUniverse, Inc., 2004.

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Reynolds, Penny. Call Center Supervision: The Complete, Practical Guide to Managing Frontline Staff. The Call Center School Press, 2004.

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Book chapters on the topic "Supervisor call"

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Weik, Martin H. "supervisor-call instruction." In Computer Science and Communications Dictionary, 1690. Boston, MA: Springer US, 2000. http://dx.doi.org/10.1007/1-4020-0613-6_18584.

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Weik, Martin H. "supervisor-call instruction interrupt." In Computer Science and Communications Dictionary, 1690. Boston, MA: Springer US, 2000. http://dx.doi.org/10.1007/1-4020-0613-6_18582.

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Weik, Martin H. "supervisor-call instruction interruption." In Computer Science and Communications Dictionary, 1690. Boston, MA: Springer US, 2000. http://dx.doi.org/10.1007/1-4020-0613-6_18583.

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Weik, Martin H. "supervisor-call instruction routine." In Computer Science and Communications Dictionary, 1690. Boston, MA: Springer US, 2000. http://dx.doi.org/10.1007/1-4020-0613-6_18585.

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Hassani, Said, Samuel Ouya, Ahmath Bamba Mbacke, Gervais Mendy, and Kéba Gueye. "Proposal of a SIP-Based Method to Supervise Free Roaming Calls." In Lecture Notes of the Institute for Computer Sciences, Social Informatics and Telecommunications Engineering, 78–87. Cham: Springer International Publishing, 2019. http://dx.doi.org/10.1007/978-3-030-16042-5_8.

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Fisher, James, Karen Miller, and Andrew Thatcher. "Performance Monitoring, Supervisory Support, and Job Characteristics and Their Impact on Employee Well-Being Amongst Four Samples of Call Centre Agents in South Africa." In Ergonomics and Health Aspects of Work with Computers, 48–56. Berlin, Heidelberg: Springer Berlin Heidelberg, 2007. http://dx.doi.org/10.1007/978-3-540-73333-1_7.

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Merisalo, Outi. "De usu diversitatis linguarum. Linguistic past (and present) in the dissertations supervised by Carl Abraham Clewberg (1712–1765) at the Academia Aboensis." In Boreas rising, edited by Bernd Roling and Bernhard Schirg, 217–28. Berlin, Boston: De Gruyter, 2019. http://dx.doi.org/10.1515/9783110638042-011.

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"WHAT TO TAKE ON LOCATION Scripts, schedules, call sheets,." In Continuity Supervisor, 74–75. Routledge, 2012. http://dx.doi.org/10.4324/9780080503059-35.

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"SHOOTING SCHEDULE: 3 Artists’ information pack Travel information Daily call sheets." In Continuity Supervisor, 68–69. Routledge, 2012. http://dx.doi.org/10.4324/9780080503059-32.

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Chiu, Iris H.-Y., and Joanna Wilson. "5. International banking supervision and regulatory architecture." In Banking Law and Regulation, 189–230. Oxford University Press, 2019. http://dx.doi.org/10.1093/he/9780198784722.003.0005.

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This chapter assesses international banking supervision. The solution to the issues in international banking has been the development of procedures that seek to encourage coordination or cooperation between national supervisors. This has been facilitated by the creation of international organisations that have allowed large numbers of countries to discuss, agree, and promote not only supervisory standards, but also regulatory rules. Together, these organisations constitute the international financial architecture that seeks to ensure financial stability by addressing a number of different issues. Two of the key bodies in international banking regulation include the Basel Committee on Banking Supervision (BCBS) and the Financial Stability Board (FSB). Ultimately, the proliferation of international banking in recent decades, and the need to ensure that banking supervision takes place on a consolidated basis, has led to calls for the creation of a single global regulator.
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Conference papers on the topic "Supervisor call"

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Miyashita, Tomoyuki, and Hiroshi Yamakawa. "Collaborative Design Using Trade-Off Satisfying Method in Supervisor System." In ASME 2000 International Design Engineering Technical Conferences and Computers and Information in Engineering Conference. American Society of Mechanical Engineers, 2000. http://dx.doi.org/10.1115/detc2000/dac-14532.

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Abstract Recent years, financial difficulties led engineers to look for not only the efficiency of the function of a product but also the cost of its development. In order to reduce the time for the development, engineers in each discipline have to develop and improve their objectives collaboratively. Sometimes, they have to cooperate with those who have no knowledge at all for their own disciplines. Collaborative designs have been studied to solve these kinds of the problems, but most of them need some sorts of negotiation among disciplines and assumes that these negotiations will be done successfully. However, in the most cases of real designs, manager of each discipline does not want to give up his or her own objectives to stress on the other objectives. In order to carry out these negotiations smoothly, we need some sort of evaluation criteria which will show efficiency of the product considering the designs by each division and if possible, considering the products of the competitive company, too. In this study, we use Data Envelopment Analysis (DEA) to calculate the efficiency of the design and showed every decision maker the directions of the development of the design. We will call here these kinds of systems as supervisor systems and implemented these systems in computer networks that every decision maker can use conveniently. Through simple numerical examples, we showed the effectiveness of the proposed method.
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Xiao, Han, and Thomas Stibor. "A supervised topic transition model for detecting malicious system call sequences." In the 2011 workshop. New York, New York, USA: ACM Press, 2011. http://dx.doi.org/10.1145/2023568.2023577.

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Qiu, Danny, Alassane Samba, Hossam Afifi, and Yvon Gourhant. "Classifying Urban Fabrics into Mobile Call Activity with Supervised Machine Learning." In 2021 International Wireless Communications and Mobile Computing (IWCMC). IEEE, 2021. http://dx.doi.org/10.1109/iwcmc51323.2021.9498606.

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Jaffry, Shan, Syed Tariq Shah, and Syed Faraz Hasan. "Data-Driven Semi-Supervised Anomaly Detection Using Real-World Call Data Record." In 2020 IEEE Wireless Communications and Networking Conference Workshops (WCNCW). IEEE, 2020. http://dx.doi.org/10.1109/wcncw48565.2020.9124782.

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Murre, Phaf, and Wolters. "CALM networks: a modular approach to supervised and unsupervised learning." In International Joint Conference on Neural Networks. IEEE, 1989. http://dx.doi.org/10.1109/ijcnn.1989.118647.

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Kao, Yueying, Weiming Li, Zairan Wang, Dongqing Zou, Ran He, Qiang Wang, Minsu Ahn, and Sunghoon Hong. "An Appearance-and-Structure Fusion Network for Object Viewpoint Estimation." In Twenty-Seventh International Joint Conference on Artificial Intelligence {IJCAI-18}. California: International Joint Conferences on Artificial Intelligence Organization, 2018. http://dx.doi.org/10.24963/ijcai.2018/684.

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Automatic object viewpoint estimation from a single image is an important but challenging problem in machine intelligence community. Although impressive performance has been achieved, current state-of-the-art methods still have difficulty to deal with the visual ambiguity and structure ambiguity in real world images. To tackle these problems, a novel Appearance-and-Structure Fusion network, which we call it ASFnet that estimates viewpoint by fusing both appearance and structure information, is proposed in this paper. The structure information is encoded by precise semantic keypoints and can help address the visual ambiguity. Meanwhile, distinguishable appearance features contribute to overcoming the structure ambiguity. Our ASFnet integrates an appearance path and a structure path to an end-to-end network and allows deep features effectively share supervision from both the two complementary aspects. A convolutional layer is learned to fuse the two path results adaptively. To balance the influence from the two supervision sources, a piecewise loss weight strategy is employed during training. Experimentally, our proposed network outperforms state-of-the-art methods on a public PASCAL 3D+ dataset, which verifies the effectiveness of our method and further corroborates the above proposition.
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Octavy Sandy, Syah Riza. "SUPERVISION OF HALAL FOOD AS IMPLEMENTATION OF SHARIA-BASED HOTELS IN JEMBER CITY (CASE STUDY OF THE SEVEN DREAM SYARIAH HOTEL)." In Call for Paper ICOGISS 2019 - International Conference on Governance Innovation and Social Sciences. Universitas Muhammadiyah Jember, 2019. http://dx.doi.org/10.32528/pi.v0i0.2470.

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Chou, Szu-Yu, Jyh-Shing Jang, and Yi-Hsuan Yang. "Learning to Recognize Transient Sound Events using Attentional Supervision." In Twenty-Seventh International Joint Conference on Artificial Intelligence {IJCAI-18}. California: International Joint Conferences on Artificial Intelligence Organization, 2018. http://dx.doi.org/10.24963/ijcai.2018/463.

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Making sense of the surrounding context and ongoing events through not only the visual inputs but also acoustic cues is critical for various AI applications. This paper presents an attempt to learn a neural network model that recognizes more than 500 different sound events from the audio part of user generated videos (UGV). Aside from the large number of categories and the diverse recording conditions found in UGV, the task is challenging because a sound event may occur only for a short period of time in a video clip. Our model specifically tackles this issue by combining a main subnet that aggregates information from the entire clip to make clip-level predictions, and a supplementary subnet that examines each short segment of the clip for segment-level predictions. As the labeled data available for model training are typically on the clip level, the latter subnet learns to pay attention to segments selectively to facilitate attentional segment-level supervision. We call our model the M&mnet, for it leverages both “M”acro (clip-level) supervision and “m”icro (segment-level) supervision derived from the macro one. Our experiments show that M&mnet works remarkably well for recognizing sound events, establishing a new state-of-theart for DCASE17 and AudioSet data sets. Qualitative analysis suggests that our model exhibits strong gains for short events. In addition, we show that the micro subnet is computationally light and we can use multiple micro subnets to better exploit information in different temporal scales.
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Zhao, Wentian, Shaojie Wang, Zhihuai Xie, Jing Shi, and Chenliang Xu. "GAN-EM: GAN Based EM Learning Framework." In Twenty-Eighth International Joint Conference on Artificial Intelligence {IJCAI-19}. California: International Joint Conferences on Artificial Intelligence Organization, 2019. http://dx.doi.org/10.24963/ijcai.2019/612.

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Expectation maximization (EM) algorithm is to find maximum likelihood solution for models having latent variables. A typical example is Gaussian Mixture Model (GMM) which requires Gaussian assumption, however, natural images are highly non-Gaussian so that GMM cannot be applied to perform image clustering task on pixel space. To overcome such limitation, we propose a GAN based EM learning framework that can maximize the likelihood of images and estimate the latent variables. We call this model GAN-EM, which is a framework for image clustering, semi-supervised classification and dimensionality reduction. In M-step, we design a novel loss function for discriminator of GAN to perform maximum likelihood estimation (MLE) on data with soft class label assignments. Specifically, a conditional generator captures data distribution for K classes, and a discriminator tells whether a sample is real or fake for each class. Since our model is unsupervised, the class label of real data is regarded as latent variable, which is estimated by an additional network (E-net) in E-step. The proposed GAN-EM achieves state-of-the-art clustering and semi-supervised classification results on MNIST, SVHN and CelebA, as well as comparable quality of generated images to other recently developed generative models.
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Wu, Yu-Sung, Saurabh Bagchi, Navjot Singh, and Ratsameetip Wita. "Spam detection in voice-over-IP calls through semi-supervised clustering." In Networks (DSN). IEEE, 2009. http://dx.doi.org/10.1109/dsn.2009.5270323.

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Reports on the topic "Supervisor call"

1

Vogel, Whitney. "To Call or Not to Call?" The Impact of Supervisor Training on Call Center Employee Attitudes and Well-Being. Portland State University Library, January 2000. http://dx.doi.org/10.15760/etd.7115.

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