Leadership and motivation: what drives engagement and performance it harsh times? The perspective of two Bulgarian call centers.

Abstract

This dissertation concentrated on identifying which are the most effective leadership styles and work motivators and how these have gained or lost effectiveness due to the economic downturn. For that purpose the views of employees (tele-agents) of two Bulgarian call centers took part in the survey. The work also focuses on comparing whether variable leadership styles are regarded as more effective than typical motivational factors or it is vice-versa. The importance of this topic is routed in the numerous effects the global economic crisis has had and the various subsequent implications and increasing challenges that for managers face with motivating employees at the workplace. Hence, the strong negative impact of the downturn on the public and private organisations plays a major role in amending the policies set by those affected parties, especially in terms of increases in cost-reduction affecting the strategically important human resources. The survey, conducted among the two call center’s employees, revealed that money, security, achievement, recognition, good relationships and a supportive or charismatic leadership are considered by employees the most important motivational factors. Additional findings showed that men generally got motivated by achievement and women by building good relationships. Finally, this work proposes several recommendations on how the utilization of appropriate motivational factors and leadership behaviours could deal with the negatively affected motivational levels and create a status-quo where employees are positively encouraged to do their best at the workplace