Factors Contributing to Job Dissatisfaction among BPO Employees: A Case Study of a Team Leader in Tamil Nadu

Abstract

This case study examines the factors contributing to job dissatisfaction among employees in the Business Process Outsourcing (BPO) industry in India, with a specific focus on a 27-year-old team leader from Tamil Nadu. The BPO sector in India has witnessed significant growth in recent decades, employing millions of individuals; however, concerns regarding employee job satisfaction and retention remain prevalent. This study investigates the case of Mr. A.K., who has experienced persistent job dissatisfaction despite attaining a leadership position and switching between multiple organizations. The research utilized job satisfaction and job motivation assessment tools to evaluate the subject’s workplace experiences and attitudes. Results indicate that Mr. A.K. demonstrates dissatisfaction with both intrinsic and extrinsic job factors while paradoxically maintaining motivation for job objectives, responsibilities, and new challenges. The primary factors contributing to his dissatisfaction include inconsistent working hours including night shifts and weekends, high-pressure target-based performance metrics, limited career advancement opportunities, inadequate compensation relative to workload, and misalignment between professional aspirations and current role. The case highlights how educational background, financial constraints, and lack of industry-specific qualifications can trap individuals in unfulfilling career paths. This study contributes to the understanding of job satisfaction dynamics in the Indian BPO sector and suggests potential interventions for career redirection, skills development, and workplace policy improvements to address employee dissatisfaction. The findings have implications for BPO industry practices, career counselling approaches, and organizational psychology in the Indian workplace context.