Compensation / Wage and Salary Case Study

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To the employer, this insight could indicate the need to avoid routine and maybe to enrich the tasks of customer service agents (Smith and Salvendy, 2007).

3. Additional information needs and usefulness

The job analysis process is highly complex and it cannot be simply based on the day diary of one customer service agent. The job analysis is expected to identify the main features of the job to be performed, of the tasks, as well as the skills required from the occupant of the respective position. In this order of ideas, additional information is required in the completion of a job analysis. The lines below reveal some of the more relevant data that would be required:

The day diaries of more customer service agents in order to collect insights from several employees and as such reduce the risks of subjectivity

The identification of the previous educational attainment levels of the occupants of the positions in order for the employer to be able to better select the candidates for the respective positions

The identification of the previous professional expertise of the customer service agents so that the employer can better understand the job, select for it and compensate the employees.

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The identification of the personal traits and skills needed from the customer service agent in order for the employer to better select the candidates for the position

The specifics and particularities of the job so that the employer can develop and implement the necessary training programs (Buckley and Caple, 2009)

The combination of skills, education, working environment and conditions and the professional responsibilities so that the employer can provide the proper compensation (Worldatwork Organization, 2007)......

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