콜센터 상담원의 멘토링이 경력개발에 미치는 영향 : 일터학습의 매개효과

Call center counselors of private and public agency have relatively more emotional labor and higher turnover rates than those of other occupations. The purpose of this study is to identify the effect of mentoring on career development of public agents, and to examine the mediating effects of workplace learning. The questionnaire was distributed to 300 public sector call center counselors and statistical analysis was performed. The results were as follows. First, the career development function of mentoring has a positive effect on both individual and organizational career development. The role model function has a positive effect on all sub factors of career development. However, psychological social functioning did not affect career development. Second, all of the sub-factors of mentoring had a positive effect on formal learning and informal learning of sub-factors of workplace learning. Finally, in the relationship between mentoring and career development, we could confirm the mediating effect between independent variables of formal learning and informal learning, which are sub-factors of workplace learning, and subordinate factors of dependent variables. Based on the results of this study, we hope that systematic mentoring and workplace learning will positively affect the career development of call center counselors.