Job Characteristic model

You are responsible for a customer service telemarketing unit consisting of 50 customer service reps. Your reps tend to repeat the same tasks each day. They answer the phones, answer questions, find answers from other sources if they don’t know the answer, and so on.

You are the sole supervisor of this large group. Using the job characteristics model (JCM), describe how you might improve the jobs of your employees in order to improve motivation, performance, and job satisfaction.

Write a 1-2 page paper discussing your plans and ideas.