The Feminized Workforce: A Phenomenological Study Exploring Structural Gender Bias in the BPO Sales Industry at Quezon City

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.