DESIGNING a PROFILE of HUMAN CAPITAL COMPETENCY (CASE STUDY: TECNICIANS and CALL CENTERS STAFFS of ENTEKHAB SERVICE INDUSTRIAL GROUP)

 Given the importance of the competency approach as a tool in the hands of organizations and human resource managers in order to provide, maintain and develop human resources, and align them with the strategies and goals of the organization, design a competency profile model for large companies today, become an essential demand. This research has been done with the aim of providing a competency profile model for employees in the Entekhab service industrial group and focusing on call center and technician’s staffs. This research is applied in terms of purpose and qualitative in terms of method. Qualitative data of this study were collected through semi-structured interviews with managers, supervisors and senior experts, technicians, from different provinces and supervisors and managers of the call center of the Entekhab service industrial group. After identifying the competency codes, and compiling the sub-main and main themes, a questionnaire was prepared and approved by experts in order to ensure that these codes fit with the themes. 35 codes, 8 sub-themes and 2 main themes were the findings of this study. After validation of experts, the final competency profile model was designed. The main themes of the competency profile model of the call center staff and technicians of the Entekhab service industrial group include two main themes of individual competence and organizational competence and 8 sub-competencies including: personality traits, communication skills, systems thinking and decision making, professional ethics, carte blanche and Participation, leadership ability, organizational improvement and development, and executive and operational capacity were determined