Um estudo sobre a precarização do trabalho dos operadores de telemarketing em call center com o avanço do modelo de trabalho home office

Abstract

This study focuses on the precariousness of telemarketing operators' work in call centers with the advancement of the home office work model imposed by social isolation measures to combat the Covid-19 pandemic. The research is the result of a bibliographical and documentary study, with a theoretical-methodological basis in dialectical historical materialism. This research proposal stems from concerns that arose during the execution of our activities as a worker in the service sector, particularly in a Call Center in the city of Campina Grande, PB. The construction of the object of study starts from the principle that contemporary times are marked by a structural crisis that affects the world of work, reconfiguring the sphere of production and social reproduction. This has led to changes in the management of work processes, contracts, and salaries, resulting in the implementation of a new model of organizing the world of work, with the consequence of its precarization, which intensifies in a peripheral dependent economy like ours. The sanitary crisis imposed by the Covid-19 pandemic has exacerbated the existing economic crisis and advanced new work models, with a particular focus on the work of telemarketing operators in Call Centers. They have shifted to working from home, leading to an increase in the precarization of work processes, with negative consequences for the physical and mental health of workers. It was observed that the Covid-19 pandemic, especially the shift to home office work, has amplified social and gender inequalities, increased pressure on workers regarding job security, salaries, and working conditions, reinforced the lack of state protection for worker protection and support policies, and allowed previously unthinkable or less widespread forms of work to be widely used and legally supported. One such example is home office work, which shifts the costs of the work process to the worker, further worsening their living and working conditions.