Trabajo, subjetividad y cambio social: rastreando el trabajo emocional de las teleoperadoras

Abstract

The call-centres are a paradigmatic case of the movement from taylorism to neo-taylorism, a typical phenomenon of modern enterprises. In this kind of enterprises there is not only an operationalization of corporal gestures, but also of emotions and feelings of workers. Rather than just implicating themselves at work, they also need to do it according to a very accurate pattern: how to be a “good adviser”. This text is an attempt to understand how the class and the gender power build-up the norms of employment and labour in these centres, as well as the way the workers adopt to incorporate these determinisms and transform them in labour practices. It is an enquiry about the path from the adaptation to labour processes to the –possible- emergence of a gendered subject.