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Instructions

$/$content$/$enforced$/965852-$HRPD$705004\_2023$M$/$The Customer$-$Service Agent $-$ Individual Assignment.pdf

HRDP $705$ Individual Case Analysis

CASE: The Customer Service Agent

Read the following article on a day in the work life of Bill Ryan. Then write a job description for the job of customer service agent. Use the exhibits in this chapter $4$ to guide you in deciding what information in the story is relevant for job analysis.

Does the day diary include sufficient information?

Identify the specific information in the article that you would find useful.

What additional information do you require? How would the information help you?

Do you think the work of a customer service agent will be significantly different today?

Discussion

You need to consider the following information for job analysis.

Job Identification which includes the title, department in which job is located and the number of people who hold the job.

Job Summary which includes a summary of the main duties and responsibilities.

Job Content includes tasks and activities effort $($mental and physical$),$ constraints on actions, performance criteria, critical incidents, conflicting demands, working conditions, roles $($e$.$g$.$ negotiator, monitor, leader$),$ responsibility and skill, internal$/$external relationships

This assignment should be pages $12-$point font double spaced$$ Times New Roman. A Cover page and references APA is required. Between $5-10$ pages.