A remuneração variável como motivação e recompensa pelo desempenho: um estudo de caso, no setor de recuperação de crédito, em uma empresa de contact center, em Fortaleza

Abstract

Variable compensation is an incentive cash used in many organizations as a reward for performance and motivation of its employees. The overall goal of this research is to investigate how the variable remuneration influences the behavior and performance of operators, based on the theory of reinforcement Skinner, in a contact center in the city of Fortaleza, in Sector Credit Recovery. The research is a case study where the methodology was qualitative in nature. The application of field research involved a sample of 14 employees. Was identified that operators are not satisfied with the variable compensation system implemented in the target company, but the bonus is an incentive for their motivation. The conclusion of this study is that the employees surveyed are not discouraged when they do not receive variable compensation, for repeat performances that seek to achieve organizational goals.