Competency Research On Inbound Operator In GSH Company

The essence of competency consists in traits/characteristics that help determine job performance,differentiating excellent performers from average performers.The competence model started in U.S.A.in the 1970s,but in China,the competency model is a new word for many managers,there's a long way to go for the researching and practicing of competency model.By generalizing the theories on competency and competency models,the article have been used such research approaches as following:document collecting,interview, observation,questionnaire investigation,etc.Then research for the competency of inbound operator in GSH Company.In data processing,utilized the functions of single factor analysis of variance,relevant to analyze etc through SPSS 13.0 for windows software.Through analysis,the competencies of inbound operator include five factors: expertise,organization recognition,communication skills,emotional controlling ability, and customer-service orientation.The results of the research provides some helpful suggestion for the HR management of technical support representative in inbound operators,such as recruitment & selection,training & development,performance assessment & career development planning.