O processo de avaliação de desempenho da Equipe de Atendentes de Suporte I do Centro de Políticas Públicas e Avaliação da Educação (CAEd/UFJF)

Abstract

This dissertation was developed within the scope of the Professional Master's in Education Management and Assessment (PPGP) at the Federal University of Juiz de Fora Center of Public Policies and Education Assessment (CAEd/UFJF). The management case studied discusses the process of performance evaluation by the Support Attendants Team I at the CAEd Technical Support sector. Thus, the research question defined for this study is: How can the performance assessment process of the Support Team I of the CAEd Technical Support sector be improved so as to better meet these attendants’ demands? Thereby, the general objective defined for this study was to identify what are the possible gaps in the performance assessment process of Support Team I of the CAEd Technical Support. The specific objectives were: I) describing how the process of evaluation of services provided by the Support Team I of the CAEd Technical Support I occurs; II) Analysing the possible issues identified in the process of evaluation of services provided by the Support Team I of the CAEd Technical Support and how these issues could interfere with the activities to be conducted; and III) Proposing an action plan that aims to fill in the gaps in the process of performance evaluation of the Support Team I of the CAEd Technical Support. We assumed as hypotheses that the process of performance evaluation of Support Attendants Team I has issues that may have some effect on the service, and possible difficulties of support attendants I in seeking improvements in the development of their activities. To this end, we will use as methodology the case study with a qualitative approach. As instrument of research, questionnaires were applied to the support attendants I of CAEd Technical Support. Further, analyzes were made of the assistance reports made by CAEd Technical Support in 2018, as well as of documents regarding the process of monitoring and evaluation of attendants provided by the coordination of the mentioned sector. For such, authors of the Telemarketing/Call Center fields were studied, and people management, with special emphasis on Chiavenato (2010), Tavares and Tavares (2017), Santos (2010), Ricci and Rachid (2013). In light of this, seeking to minimize the issues identified by this research, an Educational Action Plan (PAE) was proposed, suggesting possibilities of improvement in the process of performance assessment of the Support Team I at CAEd Technical Support, seeking to meet the demands of these attendants for improvement in the development of the work they do in the sector.