A influência dos supervisores no bem-estar dos trabalhadores de call centers

: uma meta análise qualitativa

Abstract

The main goal of this study is to understand the influence that supervision can have on the well-being of call center employees. Since this sector has characteristics that are a potentiator of stress and malaise, it is important to understand the role that supervision may play in increasing or decreasing the well-being of these employees. In addition, this issue is also relevant for an adequate definition of Human Resources Management strategies that tackle the challenges of this working environment. Given the wide variety of studies that refer to working conditions in call centers, and the ambiguity about the consequences of supervision on the well-being of these employees, a qualitative meta-analysis was chosen to answer the research question “In what way supervision influences the well-being of the call center workers?”. After defining the research question, I followed the protocol that confers reliability to this method, it was possible to identify 30 studies whose content was selected through the content analysis method. The results point to a clear relation between the supervision style and the well-being of call center employees. It was found that this sector, due to its characteristics, has several negative consequences on health and well-being, highlighting, among others, stress, and emotional dissonance, which can be mitigated with the support of supervision, increased autonomy, and change in monitoring practices. These conclusions allow for a deeper understanding about call centers and indicate a set of HRM practices adapted to this reality.

Date of Award	16 Mar 2023
Original language	Portuguese
Awarding Institution	Universidade Católica Portuguesa
Supervisor	Camilo Valverde (Supervisor) & Maria Isabel G. G. Castro Guimarães (Co-Supervisor)