Estresse e qualidade de vida no trabalho de supervisores de call center em uma cidade do estado de Minas Gerais

Abstract

Work plays a central role in people's lives, but it is known that the mental health of workers has been the target of several studies that point to work as a source of illness. Despite status and position, the manager is also an employee of the organization and the role brings a variety of responsibilities and differentiated challenges, which can lead to serious problems related to mental health. The present work aims to study stressat work and quality of work life among supervisors of private companies in the call center sector, who are the direct managers of the service teams. The research was conducted through a descriptive and exploratory cross-sectional design, adopting a qualitative methodology, seeking the primary objective of describing participant's perceptions about quality of life, sources of tension, possible physical and emotional symptoms, effects, and control strategies. Secondarily, with a descriptive and comparative cross-sectional design, quantitative methodology was used to quantify stress, using a correlation between the salivary cortisol concentration and the Perceived Stress Scale (PSS-10). Given this, the results are expected to guide interventions focused on prevention and health promotion in the workplace.