Percepciones de las mujeres sobre el estrés laboral en una empresa de call center de la ciudad de Guayaquil.

Abstract

Occupational stress is one of the main psychosocial risks presentin contemporary organizational environments, especially in sectors characterized by high work demands, constant performance monitoring, and continuous interaction with users. In this context, call centers represent work environments where employees face constant pressure related to productivity indicators, call monitoring, and the achievement of institutional goals. The objective of this research is to analyze the influence of occupational stress on the health condition of telephone agents working in a company located in the city of Guayaquil. A qualitative research approach was adopted to understand the experiences and perceptions of workers regarding their professional activities within the organizational context. Data collection was conducted through interviews with telephone service agents, which made it possible to identify factors associated with work overload, pressure to achieve results, and organizational demands. The findings reveal that these working conditions contribute to manifestations of stress, emotional exhaustion, and negative effects on workers' health. The study is supported by the Demand-Control model proposed by Karasek, which states that occupational stress occurs when high job demands are combined with a low level of control over work activities. From the perspective of organizational social work, the results highlight the importance of implementing strategies aimed at preventing psychosocial risks and promoting workplace well-being.