Strategies in leading multigenerational workforce in the Philippine BPO call center

Name: Bondoc, Norberto Tenorio

keyword: Business process outsourcing

; Multigenerational workforce

; HR strategy

; Employee productivity

; Leadership style

; Generational cohort

Abstract: The workforce in the Business Process Outsourcing (BPO) sectors has become more multigenerational. Generational differences in work values, work styles, communication, and leadership preferences pose critical managerial challenges to human resource management professionals and business leaders, who work and manage multigenerational workforce. The central focus of the research is to discover and explore strategies that BPO call center managers use to manage multigenerational workforce in improving employee productivity. This research is anchored by two conceptual frameworks, the generational theory and social constructivist theory. The data were collected through depth interviews of 11 participants, who were selected via purposive sampling. Most of the respondents are seasoned managers in improving employee productivity of an age-diverse workforce in the BPO call center company. Content and thematic analysis methods were used to interpret and to evaluate the data obtained from the semi-structured interviews. Two major themes have emerged in this study: effective strategies in managing multigenerational workforce and HR strategies to help improve productivity of call center agents. The results indicated that flexibility and adaptability of leadership styles and strategies ; communication and daily meeting ; coaching and mentoring ; employee rewards and recognition ; incentive motivation programs ; workplace flexibility ; and professional development and career growth planning with employees had significant positive effect on employee productivity. The findings from this research may provide valuable insights that will equip not only BPO HR managers and team managers but also other business managers from various industries with effective strategies, tactics, and practical approaches in managing multigenerational workforce that may positively influence employee performance and productivity

Thammasat University. Thammasat University Library

Address: BANGKOK

Email: preserv@tu.ac.th

Name: Surat Teerakapibal

Role: advisor

Created: 2020

Modified: 2022-12-20

Issued: 2022-12-20

วิทยานิพนธ์/Thesis

application/pdf

DOI: 10.14457/TU.the.2020.406

eng

DegreeName: Master of Business Administration

Level: Master's Degree

Descipline: Global Business Management

Grantor: Thammasat University

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