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An Investigation into the Role of the Manager in Creating an Engaged Workforce within an Irish Telecommunications Company

Sutton, Rob (2020) An Investigation into the Role of the Manager in Creating an Engaged Workforce within an Irish Telecommunications Company. Masters thesis, Dublin, National College of Ireland.

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Abstract

This dissertation seeks to explore the role of the manager in creating an engaged workforce. It specifically explores this concept within an Irish Telecommunications company (Company X) and seeks to understand what managers with engaged teams do well. It also explores the correlation between engagement and performance.

Employee Engagement is a key strategic element of organisational performance and success and has been shown to be a key driver of individual performance. It is a topic that has gained more and more credence in both management and academic circles over the last 15 to 20 years. This research explores the origins of employee engagement, through examining theoretical frameworks and theories. It also looks at the specific challenges that are present within a call centre environment.

By adopting qualitative research methods, this piece of work aims to answer these questions in a reallife context and align the theoretical concepts and frameworks to the lived experience of managers within Company X. The findings of the research clearly demonstrate that the role of the manager is critical in creating an engaged workforce and also identifies key behaviours that help to contribute to this.

Item Type: Thesis (Masters)
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management > Human Resource Management > Performance Management > Employee Engagement
H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management > Human Resource Management
Divisions: School of Business > Master of Arts in Human Resource Management
Depositing User: Dan English
Date Deposited: 03 Feb 2021 17:40
Last Modified: 03 Feb 2021 17:40
URI: http://norma.ncirl.ie/id/eprint/4640

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