Lyneth Villarba, Christian Paul Moyon


The purpose of the study was to develop the best-fit model for exploring the attributes of a high-performing inbound team leader in Business Process Outsourcing in Davao City. The study utilized the exploratory mixed method approach following a two-phase study design. The first phase of the study was to identify dimensions using exploratory factor analysis, which items were based on the in-depth interview before item identification. The identified dimensions were established call calibration mechanism, value-driven, sense of accountability and trust, sense of recognition, innovation, and quality-directed leader. Data results were subjected to principal component analysis to determine factor structure that excludes 22 out of 50 items that did not pass the standard factor loadings of +/- 0.40. The second phase employed confirmatory factor analysis by purposively selecting 450 inbound call center representatives. Furthermore, the study tested three confirmatory configurations. Model number 4, recognized as the best-fit model that illuminates all identified factors, was significantly correlated and explained 68.40 percent of the variation of a high-performing inbound team leader.


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management, high-performing leader, exploratory factor analysis, confirmatory factor analysis, call center, Philippines

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DOI: http://dx.doi.org/10.46827/ejhrms.v7i2.1641


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