STRATEGI KOMUNIKASI ORGANISASI DALAM MENINGKATKAN KINERJA KARYAWAN CONTACT CENTER OFFICER PT. ERAJAYA SWASEMBADA, TBK

NAILUFARI, LAILA (2023) STRATEGI KOMUNIKASI ORGANISASI DALAM MENINGKATKAN KINERJA KARYAWAN CONTACT CENTER OFFICER PT. ERAJAYA SWASEMBADA, TBK. S1 thesis, Universitas Mercu Buana - Menteng.

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Abstract

PT Erajaya Swasembada Tbk adalah perusahaan yang berada di Indonesia. Era globalisasi saat ini ketatnya persaingan menjadi sebuah tantangan yang wajibdihadapi setiap perusahaan baik yang bergerak dibidang industri. Penelitianini ingin melihat strategi komunikasi organisasi terhadap kinerja karyawan Contact Center Of icer di PT. Erajaya Swasembada, Tbk. Penelitian ini menggunakan konsep startegi komunikasi organisasi dalam meningkatkan kinerja karyawan PT. Erajaya Swasembada, Tbk yaitu Planning, Organizing, Staf ing, Leading & Controlling. Tipe penelitian yang digunakandengan penelitian kualitatif. Metode yang digunakan pada penelitian ini adalah studi kasus denganteknik pengumpulan datanya menggunakan wawancara secara mendalamdenganpemangku kebijakan pada Divisi Contact Center Officer PT. Erajaya Swasembada, Tbk. Berdasarkan hasil dari penelitian menunjukan bahwa, PT. Erajaya Swasembada, Tbk menggunakan strategi pada tahapan Planning, melibatkan aspek mudah diaksesnya contact center channel. Pada tahapan Organizing, Mensosialisasikan guideline kepada karyawan baru saat akan bekerja. Staf ing, adanya kesempatan promosi bagi agen untuk mengembangkan diri. Leading, memberikan motivasi kepada karyawan agar termotivasi. Controlling, menerapkan strategi mystery shopper untuk mengevaluasi kinerja agen contact center. Kata Kunci : Strategi, Komunikasi Organsisasi, Kinerja PT. Erajaya Swasembada, Tbk PT Erajaya Swasembada Tbk is a company located in Indonesia. Inthecurrent era of globalization, the tight competition is a challenge that must be facedby every good company engaged in industry. This research wants to see theorganizational communication strategy on the performance of Contact Center Officer employees at PT Erajaya Swasembada, Tbk. This research uses the concept of organizational communication strategiesin improving employee performance, namely Planning, Organizing, Staffing, Leading & Controlling. The type of research used with qualitative research. The method used in this research is a case study with data collectiontechniques using in-depth interviews with policy makers in the Contact Center Officer Division of PT Erajaya Swasembada, Tbk. Based on the results of the study, it shows that PT Erajaya Swasembada, Tbk uses strategies at the Planning stage, involving aspects of easily accessiblecontact center channels. At the Organizing stage, socializing guidelines tonewemployees when going to work. Staffing, there are promotional opportunities for agents to develop themselves. Leading, motivating employees to be motivated. Controlling, implementing a mystery shopper strategy to evaluate the performanceof contact center agents. Keywords: Strategy, Organizational Communication, Performance Erajaya Swasembada, Tbk.

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