Do outro lado da linha: precarização e identidade no teleatendimento

• Ano de defesa: 2021
• Autor(a) principal: Carneiro, Gustavo
• Orientador(a): Pires, Aline Suelen
• Tipo de documento: Dissertação
• Tipo de acesso: Acesso aberto
• Idioma: por
• Instituição de defesa: Universidade Federal de São Carlos; Câmpus São Carlos
• Programa de Pós-Graduação: Programa de Pós-Graduação em Sociologia - PPGS
• Palavras-chave em Português: Trabalho; Identidade; Teleatendimento; Gestão da diversidade; Neoliberalismo
• Palavras-chave em Inglês: Labor; Identity; Call Center; Diversity management; Neoliberalism
• Área do conhecimento CNPq: CIENCIAS HUMANAS::SOCIOLOGIA::OUTRAS SOCIOLOGIAS ESPECIFICAS
• Link de acesso: https://repositorio.ufscar.br/handle/20.500.14289/14776

This work aims to analyse continuities and discontinuities between heterodissident identities and work processess in a call center. The research question sought to map limits and possibilities of the discourse of diversity management, as part of neoliberal culture, in teleservices. Through field observations, interviews with LGBT call center attendants and supervisors, and theoretical review, we sought to understand the effects of this discourse well suited to the new productive paradigms associated with flexible work. Indeed, how orkers internalize and engage through it, linking their desires and affections to the dimension of work, which here unfolds into a labor characterization of gender and sexuality, gender as work. Our working hypothesis highlights a mismatch between the discourse of inclusion and valuing of difference, propounded by neoliberal management, and the daily work of LGBT teleworkers. Therefore, the specific objectives of this research aimed to map this mismatch among forms ofrecognition in the world of labour, in union relations, and in the discourse of neoliberal diversitymanagement within the call center company studied.