Organização do trabalho: fatores humanos, suas repercussões na vida e saúde dos operadores em call center na área de telefonia

• Ano de defesa: 2004
• Autor(a) principal: Nascimento, Francisco José Torres do
• Tipo de documento: Dissertação
• Tipo de acesso: Acesso aberto
• Idioma: por
• Instituição de defesa: Programa de Pós-graduação em Sistemas de Gestão; Segurança do Trabalho, Meio-ambiente, Gestão pela Qualidade Total
• Palavras-chave em Português: estresse; organização do trabalho; sofrimento no trabalho e fadiga psíquica; stress; organization ofthe work; suffering in the work and psychic fatigue; CNPQ::ENGENHARIAS::ENGENHARIA DE PRODUCAO
• Link de acesso: https://app.uff.br/riuff/handle/1/21266

This dissertation is resulted of a revision of the concepts on stress, its manifestations and the organization of the work in Cali Center, considering the context of the globalization and lhe impacts caused for the technological revolution. In the bibliographical revision the author verified stories of physical ilinesses and psychic that they caused the increase of stress in the environment ofwork of Cail Center. By this reason two sectors in a company of Cail Center in Rio de Janeiro had been chosen to observe the environment. An intensification in the work of the operator. whom had to the control of the limes exists of fact, mainly intervais of retention and the number of people waiting attendance in the queue. The operators overlap the phases of the attendance, they execute pair activity, or either, they sail, they speak or they type speaking at the sarne time with the customer. The compression of the attendance times also leads to the overlappíng of cafls that generate interferentes activities, occurring important mental and psychic requirements. 1 n this process of work interruptions or pauses between calis are not foreseen, that occur in continuous way due to the automatized system. The results of the research show that the operators work feeling pains, being especially intriguing the constatação ofthe suffering in the work.