Abstract:
The 20th century is a period of ongoing advancements for the developing states resulting
in the manifestations of the BPO industry which is the rising contributor in the Philippine
economy. This study will explore the lived experiences of female call center agents with regards
to the structural gender bias at work and how it impacts their well-being which is a major
problem for women in the BPO sales sector despite encompassing the majority of the population.
The researchers utilized snowball sampling in collecting data and thematic analysis for finding
similar themes and patterns in the responses provided by the participants. Main themes such as
power tripping, harassment, male preference, work stereotype, and lack of mentorship emerged
as causes and examples of gender biases. Meanwhile, common negative impacts to their
well-being as provided by the respondents includes low self-esteem, low confidence,
embarrassment or humiliation, and feelings of anxiety. With this, the researchers have unveiled
the various factors that intersect with each other from the individual to the systemic level and
from the informal and formal modes of power through the intersectionality and gender at work
framework.
