ABSTRACT This study entitled THE EMPLOYEE ENGAGEMENT AND AREAS OF WORKLIFE OF CALL CENTER AGENTS IN ORTIGAS-PASIG DISTRICT:

BASIS FOR A CALL CENTER COMPREHENSIVE BALANCE WORKLIFE PROGRAM was designed to determine the level of Employee Engagement and match or mismatch in the Areas of Worklife and the relationship that exists between the two. Moreover, the study sought to examine if there is a significant difference between the respondents' level of Employee Engagement and Areas of Worklife when grouped according to their profile.

The descriptive method was used in this study. The 294 respondents from Ortigas-Pasig District were administered with the Utrecht Work Engagement Survey that measure employee engagement with vigor, dedication and absorption as its dimension and the Areas of Worklife with workload, community, control, reward, fairness and value as its dimensions.

The data gathered were tallied and treated statistically using weighted mean, gamma correlation and Moods median test.

This study found out that the agents level of Vigor or energy level is at the average with a mean score of 4.02-4.88. Those who belong to the age group of 31-35 years old, those who worked in the company for 0-6 months, 7-11 months, those who graduated with a course on Commerce, HRM and Associate course

had a high level of Dedication. Commerce graduates had a high level of Absorption among the group.

The majority of the agents are in the direction of a match in the Areas of Worklife. The age group 26-30 years old (mean 4.00), those who graduated with a degree in HRM, Education, Engineering and Associate course had a match in Community or a sense of social support and friendship in the workplace.

Male agents and those who had worked for 0-6 months and 7-11 months tend to score significantly higher in all the dimensions of engagement. Commerce graduates in this sample scored significantly high in the dimension of Dedication.

Those employees who belong to the 31-35 age groups perceived Control significantly higher compared to the other age group. Male agents, those who belong to the 26-30 years old age group, engineering graduates and those with longer job tenure perceived Fairness significantly higher compared to other groups. Male tend to report a balance in Workload significantly than females. All center agents in this sample regardless of profile had no significant difference in their perception of reward, community and values generally.

A very weak or no correlation was found between the dimensions of employee engagement and the dimensions of the Areas of Worklife.

This implies that working in a call center even in the night shift can be engaging and rewarding especially for male agents who had worked in their current company for less than a year and a graduate of Commerce or Engineering course. Based on the results of the study, a proposed program is designed that consists of employee activities that aim to maintain if not enhance the employee engagement and promote a match in the areas of worklife of call center agents.