El Burnout, reto a la competencia laboral del trabajador social en el área de la salud ocupacional en los Centros de llamadas de la ciudad de Medellín
El síndrome de burnout, también conocido como síndrome del quemado, se presenta en el ámbito laboral como una respuesta al estrés emocional crónico, y se caracteriza por el agotamiento emocional, la despersonalización y una disminución en la sensación de realización personal. Este problema psicosocial, reconocido por la Organización Mundial de la Salud, ha cobrado relevancia en sectores de alta presión como los centros de llamadas, donde las demandas laborales exigentes, el monitoreo constante y la falta de control percibido sobre el trabajo aumentan la probabilidad de desarrollar burnout. En el caso de los agentes de llamadas en Medellín, que representan una plataforma de empleo clave, especialmente para jóvenes, las condiciones laborales suelen ser un factor determinante para la aparición de burnout; las largas jornadas, las metas de rendimiento inalcanzables y el estrés constante afectan negativamente la salud mental de los empleados, generando ansiedad, agotamiento y baja satisfacción personal. Esto no solo impacta el bienestar de los trabajadores, sino también la productividad y el clima organizacional de estas empresas, lo que se traduce en ausentismo laboral y alta rotación de personal. El trabajador social juega un papel crucial en el sector organizacional, a través de diagnósticos psicosociales, los trabajadores sociales pueden identificar los factores que contribuyen al burnout y proponer estrategias preventivas que incluyan programas de bienestar, manejo del estrés y mejora de las condiciones laborales. Además, su intervención es fundamental para la creación de ambientes de trabajo saludables, donde se promueva el autocuidado, la resiliencia y el equilibrio entre la vida laboral y personal de los empleados. En conclusión, el síndrome de burnout en los centros de llamadas de Medellín representa un desafío significativo tanto para la salud mental de los empleados como para la sostenibilidad de las empresas, la alta presión laboral, jornadas extensas y el monitoreo constante contribuyen a la aparición de este síndrome, afectando negativamente el bienestar de los trabajadores y el clima organizacional.
Burnout syndrome, also known as the "burnout syndrome," appears in the workplace as a response to chronic emotional stress and is characterized by emotional exhaustion, depersonalization, and a reduced sense of personal accomplishment. This psychosocial issue, recognized by the World Health Organization (WHO), has gained relevance in high-pressure sectors such as call centers, where demanding work, constant monitoring, and a perceived lack of control over tasks increase the likelihood of developing burnout. In the case of call center agents in Medellín, who represent a key employment platform, especially for young people, working conditions are often a determining factor in the emergence of burnout; long shifts, unattainable performance goals, and constant stress negatively affect employees' mental health, leading to anxiety, exhaustion, and low personal satisfaction. This not only impacts workers' well-being but also the productivity and organizational climate of these companies, resulting in absenteeism and high employee turnover. The social worker plays a crucial role in the organizational sector. Through psychosocial assessments, social workers can identify the factors contributing to burnout and propose preventive strategies that include well-being programs, stress management, and improved working conditions. Moreover, their intervention is essential for creating healthy work environments that promote self-care, resilience, and work-life balance for employees. In conclusion, burnout syndrome in call centers in Medellín represents a significant challenge both to employees' mental health and the sustainability of businesses. High job pressure, long hours, and constant monitoring contribute to the development of this syndrome, negatively affecting workers' well-being and the organizational climate. In this context, the social worker plays an essential role in identifying risk factors and developing preventive strategies to promote healthy work environments.
Burnout syndrome, also known as the "burnout syndrome," appears in the workplace as a response to chronic emotional stress and is characterized by emotional exhaustion, depersonalization, and a reduced sense of personal accomplishment. This psychosocial issue, recognized by the World Health Organization (WHO), has gained relevance in high-pressure sectors such as call centers, where demanding work, constant monitoring, and a perceived lack of control over tasks increase the likelihood of developing burnout. In the case of call center agents in Medellín, who represent a key employment platform, especially for young people, working conditions are often a determining factor in the emergence of burnout; long shifts, unattainable performance goals, and constant stress negatively affect employees' mental health, leading to anxiety, exhaustion, and low personal satisfaction. This not only impacts workers' well-being but also the productivity and organizational climate of these companies, resulting in absenteeism and high employee turnover. The social worker plays a crucial role in the organizational sector. Through psychosocial assessments, social workers can identify the factors contributing to burnout and propose preventive strategies that include well-being programs, stress management, and improved working conditions. Moreover, their intervention is essential for creating healthy work environments that promote self-care, resilience, and work-life balance for employees. In conclusion, burnout syndrome in call centers in Medellín represents a significant challenge both to employees' mental health and the sustainability of businesses. High job pressure, long hours, and constant monitoring contribute to the development of this syndrome, negatively affecting workers' well-being and the organizational climate. In this context, the social worker plays an essential role in identifying risk factors and developing preventive strategies to promote healthy work environments.
Analizar el impacto del síndrome de burnout en los empleados de los centros de llamadas en la ciudad de Medellín, con el objetivo de mejorar el bienestar emocional y la salud ocupacional en el sector empresarial desde el trabajo social.
burnout, call centers, work stress, mental health
Arroyave Escobar, B. (2024). El Burnout, reto a la competencia laboral del trabajador social en el área de la salud ocupacional en los Centros de llamadas de la ciudad de Medellín. (Trabajo de grado de pregrado). Corporación Universitaria Minuto de Dios - UNIMINUTO.