The general objective of this study was to investigate the capacity of explanation of Absenteeism among call center operators, through a set of micro and macro organizational variables, specifically, Perceived Organizational Support, Organizational Climate, Affective and Calculative Commitment and the Five Global Factors of Personality (Big Five) surveyed by the 16PF personality questionnaire. In order to investigate these relationships, a case study in a great contact center company was carried through, from a sample of 360 participants answered consistent and validated scales of perception about the measures under investigation (of Organizational Support, Organizational Climate, Affective and Calculative Commitment and the personality test). Four months after this procedure, the Absenteeism data (total of lost days) has been collected. Descriptive and correlate analyses and multiple regression stepwise have been, then, carried through, considering the measure of Absenteeism as a dependent variable. These procedures have been carried through for the complete sample and, later, for two groups of the same sample, of receptive and active call center operators. The results had indicated, essentially, that Absenteeism in the general sample (7,1%) and among receptive operators (6,8%) is slightly predicted by the model, including perception of Support (-) and the personality factor Self-control (+),a correlate of Conscientiousness (a personality factor of the Big Five model that has a recognized impact on the general performance). The model did not significantly explain variance in the active operators sample. The relationship between Perceived Organizational Support and Absenteeism is coherent with the model and international reports; otherwise, the relationship found between Self-control and the dependent variable is surprising, since it contests most of the literature. Amongst the results, the major predictive capacity of the macro-organizational variable over the only microorganizational variable that remained in the model must be pinpointed. This allows inferring that the environment has a greater control over the counter-productive behavior than the individual variable does. The results are discussed based on the literature, detaching the role of Perceived Organizational Support on the workers behavior. The conclusions of the study refute great part of the proposed model, but the limitations of the study are recognized and several perspectives for new research studies are offered. Contributions for the studied organization are also raised, as well as for practice among human resources professionals. / O objetivo geral deste estudo foi o de investigar a capacidade de explicação do Absenteísmo no trabalho de operadores de tele-atendimento, através de um conjunto de variáveis micro e macro-organizacionais, especificamente, Percepção de Suporte Organizacional, Clima Organizacional, Comprometimentos Afetivo e Calculativo e os cinco fatores globais de Personalidade aferidos pelo teste de personalidade 16PF. Para investigar estas relações, foi realizado um estudo de caso em uma grande empresa de tele-atendimento (contact center), de onde foi retirada uma amostra de 360 participantes, que respondeu a escalas validadas e consistentes de percepção de Suporte, Clima, Comprometimentos Afetivo e Calculativo e ao teste de personalidade. Quatro meses após este procedimento, foram recolhidos os dados de Absenteísmo (total de dias perdidos). Foram, então, realizadas análises descritivas, correlacionais e de regressão múltipla stepwise, tendo a medida de Absenteísmo como variável dependente; estes procedimentos foram realizados para a amostra completa e, posteriormente, para dois grupos da mesma amostra, de operadores receptivos e ativos de teleatendimento. Os resultados indicaram, essencialmente, que o Absenteísmo da amostra geral (7,1%) e dos operadores receptivos (6,8%) é pouco predito pelo modelo, que incluiu apenas a percepção de Suporte (-) e o fator de personalidade Auto-controle (+), suposto como correlato de Conscienciosidade (fator de personalidade do modelo Big Five que tem reconhecido impacto sobre o desempenho geral). O modelo não explicou, significativamente, a variância da amostra de operadores ativos. A relação entre a percepção de Suporte e o Absenteísmo é coerente com o modelo e os relatos internacionais; por sua vez, a relação encontrada entre Auto-controle e a variável dependente é surpreendente, pois contraria a maior parte da literatura. Entre os resultados, destaca-se a maior capacidade preditiva da variável macroorganizacional sobre a única micro-organizacional que permaneceu no modelo, permitindo inferir que o ambiente tenha maior controle sobre o comportamento contra-producente do que as variáveis individuais. Os resultados são discutidos à luz da literatura, destacando o papel da percepção de suporte organizacional sobre o desempenho dos trabalhadores. As conclusões do estudo refutam grande parte do modelo proposto, mas são reconhecidas as limitações do estudo e várias perspectivas para novas pesquisas são oferecidas. Também são levantadas as contribuições para a organização estudada, bem como para a prática dos profissionais de recursos humanos. / Mestre em Psicologia

This thesis deals with one of the most debated topics of the Personnel Psychology - the personnel selection. The aim of the thesis is to provide an exhaustive overview of the designing process of the selection procedures with special attention being paid to the various methods of selecting employees. Attention was primarily paid to the effort that the knowledge of the otherwise common methods of selecting employees be put in the new framework and the latest ways of their application. Particular emphasis has been put upon the new approaches to the method of interview, cognitive abilities testing, detection of individual personality at work and new methods in designing assessment centers. An interesting chapter is the use of emotional factors as selection criteria and the application of the attachment theory to work. Considerable extent of the thesis is also devoted to the methods of job analysis and competency modeling, their comparison and applications. Based on the previous theoretical treatise the empirical part attempts at creating a competency model for senior executives in the hotel industry and proposes possible ways of its practical use.