Advisers

Kimberly Joyce B. Embile, LPT, MAT

Discipline

Business

Abstract

This study examined the factors influencing job satisfaction among thirty (30) BPO agents of Tonik Digital Bank operating within a hybrid work environment. As hybrid arrangements become increasingly prevalent in the digital banking and outsourcing sectors, understanding employee satisfaction is essential for maintaining productivity and engagement. The study used a quantitative descriptive-survey research design to examine the factors influencing job satisfaction among 30 BPO agents working in a hybrid setup. A researcher-made questionnaire using a 4-point Likert scale was distributed to all respondents, and the instrument underwent validation through expert review and pilot testing to ensure reliability and clarity. Data were analyzed using frequency, percentage, weighted mean, standard deviation, and ANOVA to determine the level of job satisfaction and identify any significant differences based on demographic profile. Survey results show that agents are generally satisfied with the hybrid setup, mainly due to flexibility and autonomy that improve work-life balance and reduce commuting stress. However, key issues were identified, particularly schedule rigidity and IT support latency, with 61% reporting internet failures as a major challenge. The ANOVA test found no significant differences in satisfaction across demographic groups, indicating a shared work experience among employees. The researchers proposed a Hybrid Work Enhancement Plan (HWEP) to address key gaps by setting core hours to improve time management, offering internet subsidies to ease connectivity issues, and creating structured virtual activities to reduce isolation. While hybrid work increases satisfaction through flexibility and autonomy, targeted improvements are needed to support long-term sustainability and employee well-being.

Keywords

employee engagement, job satisfaction, hybrid work, bpo employees, work–life balance