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All Journal IMPROVEMENT: Jurnal Ilmiah untuk peningkatan mutu manajemen pendidikan PUBLICUS: JURNAL ADMINISTRASI PUBLIK
Anugrah, Andi
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Decision Sciences, Operations Research & Management Education Social Sciences

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ENHANCING COMPETENCIES OF CONTACT CENTER TEAM LEADERS THROUGH BLENDED LEARNING: EVIDENCE FROM A NATIONAL COMPETITION IN INDONESIA Anugrah, Andi; Sukardjo, Mochammad; Khaerudin
Improvement: Jurnal Ilmiah untuk Peningkatan Mutu Manajemen Pendidikan Vol. 12 No. 2 (2025): Improvement: Jurnal Ilmiah Untuk Peningkatan Mutu Manajemen Pendidikan
Publisher : Program Studi Manajemen Pendidikan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21009/improvement.v12i2.61808

Abstract

This study aims to analyze the competency development needs of contact center team leaders based on the evaluation of training and implementation during the Indonesian National Contact Center Competition. A total of 416 participants from various inbound, outbound, and digital positions took part in the program, including 54 Team Leaders. The competency assessment was conducted using a computer-based testing application to ensure measurable and objective results. Participants were prepared through two different approaches: the first group combined e-learning with video conferencing, while the second group combined e-learning with face-to-face sessions. Data analysis focused specifically on team leader participants and applied ANOVA to examine differences in learning outcomes between groups, as well as to identify critical areas requiring competency enhancement. The findings revealed significant differences between the two groups and highlighted the need for strengthening competencies in quality measurement, case analysis, data analysis, performance evaluation, and the strategic role of the contact center. These results emphasize the importance of targeted training for team leaders to enhance their ability to manage contact center operations. The use of blended learning methods combined with computer-based testing provides a more accurate depiction of training effectiveness.
Exploring Leadership Roles and Performance Dynamics in Regional Public Financial Institutions Najeminur, Najeminur; Anugrah, Andi
PUBLICUS: Jurnal Administrasi Publik Vol 4 No 1 (2026): PUBLICUS: JURNAL ADMINISTRASI PUBLIK
Publisher : Pattimura University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30598/publicusvol4iss1p11-21

Abstract

This study examines the role of organizational leadership in enhancing employee performance within a local government financial management institution in Indonesia. Specifically, it analyzes how the leadership role of the agency head influences the performance of civil servants at the Regional Financial and Revenue Management Agency (BPKPD) of Wajo Regency. Employee performance in public sector organizations is a critical determinant of service quality, institutional effectiveness, and public accountability. However, leadership challenges, limited motivation, and organizational constraints often hinder optimal performance in local government institutions. This research adopts a qualitative descriptive approach to obtain an in-depth understanding of leadership practices and their impact on employee performance. Data were collected through in-depth interviews, direct observation, and document analysis involving key informants, including the agency head, structural officials, staff members, and community representatives. The analysis focuses on leadership roles such as directive, participative, and delegative leadership, as well as key performance indicators including work quality, work quantity, timeliness, efficiency, and teamwork. The findings reveal that the agency head plays a significant role in improving employee performance through clear direction, effective communication, participatory decision-making, and exemplary leadership behavior. Supportive factors such as employee development, recognition, and effective communication contribute positively to performance improvement. Conversely, inhibiting factors include inconsistent time discipline, limited trust, and insufficient empathy in certain leadership situations. Overall, effective leadership is shown to be a crucial element in strengthening employee performance and organizational effectiveness in local public financial management institutions. The study contributes to the literature on public sector leadership by providing empirical insights from a local government context in Indonesia.
Co-Authors Khaerudin Moch Sukardjo Najeminur, Najeminur