GF Securities Company Call Center Human Resources Management Research

In recent years, the domestic large financial enterprises have adopted the service content including unified service platform, standardized financial services to customers, call center has become the standard service model we used, providing convenient, efficient and standardized service for customers. But accompanied by the call center’s business development, managers have encountered some similar problems, such as how to find the matched staff, how to strengthen the staff’s sense of corporate identity. This paper starts from several core problems in human resources management of GF securities company call center, analyzes reasons of every problem in depth, searches solutions and evaluates effects, in order to excavating the good resolvent of short board problem in human resource detailed management of securities industry call Center, and providing the reference for domestic counterparts.This paper mainly uses the main theory of human resource management, such as employee competence, job analysis and evaluation, personnel selection, performance management, re-allocation of human resources, staff training and development and refining management theory, adopting DBM analysis method, questionnaire method, interview method to analyze and study the above problems. Firstly, analyzes the human resource management problems existing in the securities company call center, including staff recruitment difficulty, high loss rate, low sense of corporate identity from employees, employees’ career planning lack. Secondly, summarizes the ideas and schemes of GF securities company to solve the above problems, and establishes the refining human resources management model. Through the application of each submodule, this model should have solved how to observe the employee’s qualities and skills to ensure he/she is suitable for the post, how to find the matching employees, how to analyze and evaluate the position, how to allocate when appearing personnel fluctuation problem, as well as orderly planning and correctly guiding employees’ to realize their occupation career through performance interview, training and development.Through discussing implementation method and design ideas of each module, this paper’s final goal is to promote the management level, improve the profitability of enterprises and cost reduction, at the same time solving the main contradiction of domestic call center, which is occurred between enterprise development and staff stability.