Workplace Optimism, Self-Efficacy, and Job Performance in a Call Center in Bacolod City
Keywords:
workplace optimism, self-efficacy, job performance, call center employees, BPO sector, psychological capital, Bacolod CityAbstract
This study examined the levels of workplace optimism, self-efficacy, and job performance among call center employees in Bacolod City, Philippines, and explored their differences across socio-demographic variables as well as the relationships among these constructs. Using a descriptive-comparative and correlational research design, data were gathered from 238 randomly selected employees through validated questionnaires on workplace optimism and self-efficacy, while job performance data were obtained from company records. Descriptive statistics revealed a very high level of workplace optimism (M = 3.27, SD = 0.54) and self-efficacy (M = 3.39, SD = 0.56), but a low level of job performance (M = 2.40, SD = 0.60). No significant differences were found across age, sex, civil status, educational attainment, or length of service (p > 0.05). Correlation analysis showed a strong positive relationship between workplace optimism and self-efficacy (ρ = 0.799, p = 0.001), a weak but significant positive relationship between self-efficacy and job performance (ρ = 0.136, p = 0.036), and a weak, non-significant relationship between workplace optimism and job performance (ρ = 0.107, p = 0.101). These findings suggest that while optimism and self-efficacy are closely linked, their translation into higher job performance may depend on additional organizational and operational factors. The results highlight the need for integrated interventions that address both psychological resources and performance conditions in the BPO sector.
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