Atento: Managing the Employee Life cycle in Brazil Harvard Case Solution & Analysis

Atento: Managing the Employee Life cycle in Brazil Case Study Solution

Threat of New Entrant:

The entrance of private labels in the market is surely possible, but with the presence of the top leading organizations, it would be difficult for them to survive. As the level of technological advancement in the manufacturing of production and provision of services has been changing or revolutionizing with time,it would not be ey for new entrants to stand in competition for a longer period of time. Though, the threat of new entrant is low.

Recommendation:

Among all the initiatives that have been proposed by the executive committee of the organization mainly include the selection of employees, revisiting during the training of employees, promotion and training supervisors, reducing the control span of supervisors, increase in the variable compensation linked to absenteeism, compensation of supervisor and launch of a cultural initiative.

The proposed initiatives are based on some of the facts, while the main issues that the organization is facing in recent times is their agent turnover and absenteeism. Therefore, on the basis of this issues, the organization should consider the selection of employees to know if the candidate will pursue his job as permanent one or will carry it ahead casually. Promotion and training of their supervisors will create a significant impact on the performance of employees, revisit of supervisors during the training session of employees after their hiring will allow them to check which employees more is willing to develop or enhance their skills.

Implementation:

Selection of employees:

• The consideration of employer in the selection of employees will assist them in judging the candidate in a better way.
• For this purpose, there should be a panel interview during which different board members of the organization would be able to test the abilities of the candidate in accordance to their requirements.
• The employees should not be more students as they are likely not to take their job serious due to their studying phase.

Promotion and training of their supervisors:

• In the effective development of any organization; the culture and the leadership style of the organization has great influence.
• The leader should be responsible to handle the critical conditions in the development of business.
• Under effective supervision, employees tend to perform better. Thus, the supervisors should be assigned to each department of the organization to evaluate their performances.

Revisit of supervisors during the training session of employees:

• Supervisors should make visits during the training session of the employees during their hiring at work.
• Revisiting makes the supervisor determine the performance level of the employees, and will provide guidance to the employees about the work and working environment.

Conclusion:

The organization has been trending well in the contact center industry,but the key issues that the company is facing depend on the turnover of agents, which is due to the fact that most of the employees are students.Therefore, to overcome this issue several initiatives are proposed. Among all those recommendations, three suited the best according to the situational analysis of the organization, which are the selection of employees, promotion and training of their supervisors, and Revisits of supervisors during the training session of the employees.

Exhibits:

Exhibit 1:

SWOT Analysis:

Exhibit 2:

Exhibit 3:

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