Job design guide: Contact centre wellbeing

A guide developed by Superfriend to guide how to effectively structure and schedule tasks and duties.


What it contains

This guide will help you to determine what tasks are done, how the tasks are done, how many tasks are done and in what order the tasks are done using the four principles of good job design:

  1. actively involving people who do the work
  2. engaging decision makers and leaders
  3. identifying hazards, assessing and controlling risks, and seeking continuous improvement
  4. learning from experts, evidence, and experience