La presente investigación tiene como objetivo general determinar la relación entre la gestión de personas y el desempeño laboral en el personal administrativo de un Call Center de Lima. La población estuvo conformada por los trabajadores administrativos de una empresa de Call Center de Lima Metropolitana. La muestra estuvo conformada por 53 trabajadores administrativos de dicha empresa dedicada a brindar servicios de Call Center. La metodología de investigación consistió en una investigación de tipo aplicada de diseño descriptivo correlacional y corte transeccional. Se emplearon como instrumentos de recolección de datos dos escalas construidas por los autores para determinar los niveles de Gestión de personas y de Desempeño Laboral. Los resultados de la investigación demostraron que existe relación estadísticamente significativa entre Gestión de personas y el Desempeño Laboral en el personal administrativo de un Call Center de Lima. / This research has the general objective of determining the relationship between people management and job performance in the administrative staff of a Call Center in Lima. The population was made up of administrative workers from a Call Center company in Metropolitan Lima. The sample was made up of 53 administrative workers from said company dedicated to providing Call Center services. The research methodology consisted of an applied type research with a correlational descriptive design and a transeccional cut. Two scales constructed by the authors were used as data collection instruments to determine the levels of People Management and job performance. The research results showed that there is a statistically significant relationship between People Management and job performance in the administrative staff of a Call Center in Lima. / Tesis

Made available in DSpace on 2016-04-04T18:32:36Z (GMT). No. of bitstreams: 1 Jorge Luis Moreira Alberto.pdf: 2450943 bytes, checksum: d9fec8bdb527c0c71f83193603cbf5cc (MD5) Previous issue date: 2007-05-25 / The present work, which is the result of a quali-quantitative research, aimed to diagnose and analyze the participation of employees in the creation of a political-pedagogical project at a University: how the participation takes place, feelings involved in this process and the representativity of that political-pedagogical project for a College and a University. We believe that only by interacting both steps-activities and goal-activities it is possible to build a meaningful educational project which allows all its participants to be aware of their development and limitations, to explore their potential skills and to balance their identified difficulties in a coherent way. Since we have been worried about the low participation of the technical-administrative staff in this process and we have realized that many discussions have not been focused on the peripheries of the learning-teaching process, these elements get relevance to justify the present paper. After all, formal educational process cannot be reduced to the work in the classroom and would have to be developed by the articulation among all participants involved. We also applied a questionnaire and conducted a documentary analysis, in order to understand the influences of the (non-) participation of employees in the process of practicing university, practicing education. / O presente trabalho, fruto de uma pesquisa quali-quantitativa, teve como objeto de estudo o diagn?stico e a an?lise da participa??o de funcion?rios na constru??o do Projeto Pol?tico-Pedag?gico de uma Institui??o de Ensino Superior: o como se d? a participa??o, o sentimento que se tem quando ela se faz ou n?o presente e a representatividade que tem o Projeto Pol?tico-Pedag?gico da Faculdade e da Universidade. Acreditamos que somente na sinergia das atividades-meio com as atividades-fim da Universidade ? que se constr?i um projeto significativo de gest?o educacional, que permita aos seus integrantes ter consci?ncia de seu caminhar, interferir em seus limites e possibilitar-lhes o melhor aproveitamento das potencialidades, equacionando de maneira coerente as dificuldades identificadas. Preocupando-nos com o baixo protagonismo do corpo t?cnico-administrativo nessa constru??o e levando em conta o fato de que os debates n?o t?m enfocado regi?es perif?ricas do processo de ensino e aprendizagem, tais elementos constitu?ram o enfoque e as justificativas ao trabalho. Afinal, o processo de educa??o escolarizada n?o se reduz ? sala de aula e se viabiliza pela a??o articulada entre todos os agentes educativos. Foi aplicado question?rio e realizada an?lise documental, procurando entender as influ?ncias da (n?o) participa??o dos funcion?rios no processo de se fazer Universidade, de se fazer Educa??o.

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