In the time of rising competitive environment, organizations need to focus on the importance of investments in human assets as a key source of competitive advantage. To achieve competitive advantage through human assets organizations need to be in possession of human resources that is unique, value adding, inimitable and irreplaceable, whereas to meet these requirements a set of Human Resource Management (HRM) practices is needed. Effective HRM has been identified essentially to absorb a focus upon promoting worker motivation, dedication and development. It is a structure that admits the importance of HRM to the plans of a business, while mirroring efforts by management to build a working atmosphere that emphasizes worker development,
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Employees were apprehensive of their employability and dissatisfied with the reward schemes (not recognizing or rewarding individual skills, efficiency and efforts). Such feelings could be very demoralizing, demotivating, discontent of the system and may hinder the eagerness to work or make efforts and the employee may resign which was evident in the study. Further, individual role is not properly aligned to the nature of their jobs- workers had limited time to recover between calls received and the next to numbers of call they receive. Finally, the supervisor lacked competence and employees were underdeveloped and undertrained hence customers’ complaints was on the increase.
HRM Interventions for UniCall Business Performance
The traditional functions of HR; recruitment, selection, retention, reward and releasing have taken a significant shift from it primary focus as the need to incorporate HR functions with the organisation-wide strategy and vision has become imperative. Contemporary HRM perform business partnership role, investment in people as well as alignment of individual employee goals with corporate objectives (Pilbeam & Corbridge, 2010). Most of the primary roles of HR practices are now being devolved to line managers so as to give HR professionals the responsibility of fit themselves to corporate objectives and maintain a more consultancy and advisory role in the organisation. Also, become partners with