AN ASSESSMENT OF THE HYBRID WORK SET UP IN TELEPERFORMANCE FAIRVIEW QUEZON CITY: BASIS FOR PROPOSED IMPROVED GUIDELINES

Abstract

The study investigates the transition to hybrid work arrangements within the Business Process Outsourcing (BPO) industry, focusing on Teleperformance Fairview in Quezon City. The Philippine BPO sector, a vital component of the national economy, has undergone significant transformations, especially during the COVID-19 pandemic, leading to the rapid adoption of remote and hybrid work models. ​The study employs a descriptive-correlational research design to examine the relationships between various variables among hybrid employees at Teleperformance Fairview in Quezon City. This design is appropriate for identifying and describing patterns and relationships without inferring causal links. ​

Data collection is conducted through purposive sampling, targeting 40 hybrid employees who meet specific criteria relevant to the research objectives. This non-probability sampling technique ensures that participants possess particular characteristics necessary for the study, enhancing the relevance and depth of the data collected. ​

A survey questionnaire serves as the primary data-gathering instrument, allowing for the systematic collection of information on various variables of interest. This method facilitates the efficient gathering of quantitative data, which can be analyzed to identify patterns and correlations among the identified variables. The study examines the hybrid work setup at Teleperformance Fairview, Quezon City, through the lens of Herzberg's Two-Factor Theory, which distinguishes between motivators and hygiene factors influencing employee satisfaction.​

Demographic Profile:

Gender Distribution: A majority of respondents are female, comprising 117 participants.​

Device Usage: Cellphones are the preferred devices, especially among Generation X users. Baby Boomers are increasingly engaging with smartphones and social media platforms.​

Assessment of Hybrid Work Setup:

Overall Satisfaction: The hybrid work setup received an average weighted mean of 3.13, indicating a generally positive perception among employees.​

Motivators: Factors such as recognition and stimulating work are identified as motivators that enhance job satisfaction. However, their absence does not necessarily lead to dissatisfaction. ​

Hygiene Factors: Elements like company policies, physical workspace, and supervisor guidance are considered hygiene factors. While their presence prevents dissatisfaction, their absence can lead to job dissatisfaction. ​

Statistical Significance: A significant relationship was found between motivators and hygiene factors, with a p-value of 0.00001, highlighting the importance of both in the hybrid work context.​

Identified Concerns:

Scheduling Conflicts: Despite positive feedback on various aspects, scheduling conflicts emerged as a notable concern, affecting work-life balance and overall satisfaction. The hybrid model's flexibility may lead to challenges in accommodating individual employee needs, potentially impacting job satisfaction and work-life balance. ​

Addressing the identified concerns, particularly scheduling conflicts, is crucial for enhancing employee satisfaction in hybrid work arrangements. Employers should focus on balancing motivators and hygiene factors to create a supportive and fulfilling work environment. This approach aligns with findings that flexibility and autonomy in hybrid models can lead to higher job satisfaction and productivity. ​

By understanding and addressing these factors, organizations can optimize their hybrid work policies to better meet employee needs and improve overall performance. This study investigates the experiences and perceptions of employees engaged in hybrid work arrangements at Teleperformance Fairview, Quezon City, contributing to the understanding of hybrid work dynamics within the Business Process Outsourcing (BPO) industry.​

Principal Findings:

The research identified several key findings:​

Gender Distribution: A majority of respondents were female, comprising 117 participants.​

Device Usage: Cellphones emerged as the preferred device, particularly among Generation X users, while Baby Boomers showed increasing engagement with smartphones and social media platforms.​

Overall Satisfaction: The hybrid work setup received an average weighted mean of 3.13, indicating a generally positive perception among employees.​

Motivators and Hygiene Factors: Significant relationships were observed between motivators (e.g., recognition, stimulating work) and hygiene factors (e.g., company policies, physical workspace, supervisor guidance), with a p-value of 0.00001.​

Scheduling Conflicts: Despite positive feedback on various aspects, scheduling conflicts emerged as a notable concern, affecting work-life balance and overall satisfaction.​

Interpretation and Contextualization:

The predominance of female respondents aligns with global trends indicating higher female participation in the BPO sector. The preference for cellphones among Generation X and the increasing engagement of Baby Boomers with digital platforms reflect the evolving technological landscape and varying adaptability across generations.​

The positive overall satisfaction score suggests that hybrid work arrangements are generally well-received. However, the significant relationship between motivators and hygiene factors underscores the importance of addressing both intrinsic and extrinsic elements to enhance employee satisfaction. The identification of scheduling conflicts as a concern highlights the need for flexible work policies that accommodate diverse employee needs.​

Recommendations:

Based on these findings, the following recommendations are proposed:​

Develop Flexible Work Policies: Create hybrid work models that offer flexibility while maintaining productivity, tailored to individual roles and personal circumstances.​

Implement Diversity and Inclusion Programs: Introduce initiatives that support gender diversity, ensuring equal opportunities and fostering an inclusive work environment.​

Enhance Communication Platforms: Utilize technology to facilitate seamless communication, ensuring all employees feel connected and informed, regardless of their work location.​

Monitor Workload and Well-being: Regularly assess employee workloads and well-being, providing support to prevent burnout and promote a healthy work-life balance.​