Vulneración de derechos fundamentales en el teletrabajo: un estudio a los Call Centers en Barranquilla durante los años 2020-2024
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Fecha
2024
Autores
Montiel Taborda, Yery Alejandra
Olaciregui Álvarez, María De Los Ángeles
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Ediciones Universidad Simón Bolívar
Facultad de Ciencias Jurídicas y Sociales
Facultad de Ciencias Jurídicas y Sociales
Resumen
El teletrabajo, se ha popularizado globalmente y en Colombia, especialmente después de la pandemia de COVID-19. A nivel mundial, muchas empresas adoptaron el teletrabajo como una medida para contener la crisis sanitaria, lo que impulsó nuevas políticas laborales. La legislación Colombiana define el teletrabajo en la Ley 1221 de 2008, y establece derechos y obligaciones tanto para empleadores como para empleados. A pesar de ello, existen problemas como la subordinación excesiva, la desconexión laboral y el acoso en ciertas industrias, como los Call Centers. En los Call Centers de Barranquilla, se ha observado que algunos teletrabajadores están sujetos a condiciones de trabajo que vulneran sus derechos fundamentales debido a una subordinación indebida. El abuso en la carga de trabajo, la falta de espacios de descanso, y la vigilancia constante a través de software de monitoreo han causado un impacto negativo en su bienestar socioemocional y su rendimiento. A raíz de esto, la investigación busca analizar si se están garantizando los derechos establecidos por la legislación vigente. Justificación: El teletrabajo ha sido clave para sostener la actividad económica durante la pandemia, pero en el caso de los Call Centers de Barranquilla, ha evidenciado la sobreexplotación de los teletrabajadores. Este estudio se justifica por la necesidad de proteger los derechos fundamentales de estos trabajadores, garantizando condiciones laborales dignas, descansos adecuados y respeto por la desconexión laboral. El objetivo es también generar conciencia sobre las leyes que regulan esta modalidad de trabajo, como el Decreto 1221 de 2008 y la Ley 2101 de 2021 (que reduce la jornada laboral). Objetivos: Como objetivo general se buscó analizar por medio de instrumentos de investigación la vulneración de derechos fundamentales que se generan por la indebida subordinación a teletrabajadores en las empresas de Call Center en Barranquilla durante los años 2020-2024, y como objetivos específicos, analizar el abuso de subordinación por parte del empleador al trabajador en los Call Centers de la ciudad de Barranquilla durante los años 2020-2024,cuestionar a empleadores y teletrabajadores sobre la vulneración a derechos fundamentales como la igualdad y dignidad humana en los Call Centers de la ciudad de Barranquilla durante los años 2020 – 2024, y examinar si el artículo 4° del Decreto 884 de 2012 de Colombia “Igualdad de trato”, es aplicado de manera eficaz a los teletrabajadores de Call Centers en Barranquilla. Método: La investigación sigue un enfoque mixto (cuantitativo y cualitativo). Se realizaron entrevistas a empleadores y teletrabajadores, además de encuestas para medir las percepciones sobre la carga laboral, las condiciones de trabajo y la aplicación de derechos fundamentales. El tipo de investigación es socio-jurídico, analizando cómo la realidad social incide en el respeto a las normas laborales. Resultados: Los resultados obtenidos a partir de las encuestas y entrevistas reflejan que un 55% de los encuestados reportó tener una carga laboral excesiva, lo cual genera estrés y agotamiento. Los teletrabajadores indicaron que no cuentan con las herramientas adecuadas para desempeñar su trabajo desde casa, lo que agrava su situación. En cuanto a la subordinación, los empleados reportaron que la vigilancia constante mediante software genera un ambiente de trabajo hostil. Los teletrabajadores también señalaron una falta de apoyo por parte de la empresa para su bienestar mental y emocional, y un 55% afirmó no recibir pausas activas ni contar con personal de salud mental. Además, muchos empleados expresaron que no tienen el mismo trato que sus colegas que trabajan de manera presencial, en cuanto a remuneración y beneficios. Conclusiones y sugerencias: Existe una vulneración evidente de los derechos fundamentales en el teletrabajo de los Call Centers en Barranquilla. Los derechos a la dignidad humana, la igualdad de trato y la desconexión laboral no se están respetando de manera adecuada. La subordinación excesiva por parte de los empleadores afecta negativamente tanto la salud mental de los teletrabajadores como su productividad. Se sugiere a los empleadores adoptar prácticas más saludables en el ambiente laboral, respetar los horarios establecidos y ofrecer mayor autonomía a los trabajadores. Es necesario que los empleadores respeten el derecho a la desconexión laboral, lo que incluye evitar el contacto con los empleados fuera de los horarios laborales para proteger su bienestar. Se recomienda una mejor capacitación a los empleadores sobre las normativas vigentes que regulan el teletrabajo, como la Ley 2191 de 2022 (Desconexión laboral), y mejorar la provisión de herramientas tecnológicas adecuadas para el teletrabajo.
Telecommuting has become popular globally and in Colombia, especially after the COVID-19 pandemic. On a global level, many companies adopted remote work as a measure to contain the health crisis, which led to new labor policies. Colombian legislation defines telework in Law 1221 of 2008 and establishes rights and obligations for both employers and employees. Despite this, there are issues such as excessive subordination, workplace disconnection, and harassment in certain industries, like Call Centers. In the call centers of Barranquilla, it has been observed that some teleworkers are subjected to working conditions that violate their fundamental rights due to undue subordination. The abuse of workload, the lack of rest spaces, and constant surveillance through monitoring software have had a negative impact on their socio-emotional well-being and performance. As a result of this, the research aims to analyze whether the rights established by current legislation are being guaranteed. Justification: Telecommuting has been key to sustaining economic activity during the pandemic, but in the case of the Call Centers in Barranquilla, it has highlighted the overexploitation of teleworkers. This study is justified by the need to protect the fundamental rights of these workers, ensuring decent working conditions, adequate breaks, and respect for work-life balance. The goal is also to raise awareness about the laws that regulate this mode of work, such as Decree 1221 of 2008 and Law 2101 of 2021 (that reduces the workday). Objectives: The general objective was to analyze, through research instruments, the violation of fundamental rights that arise from the improper subordination of teleworkers in Call Center companies in Barranquilla during the years 2020-2024. The specific objectives include analyzing the abuse of subordination by employers towards workers in the Call Centers of Barranquilla during the years 2020-2024, questioning employers and teleworkers about the violation of fundamental rights such as equality and human dignity in the Call Centers of Barranquilla during the years 2020-2024, and examining whether Article 4 of Decree 884 of 2012 of Colombia, "Equality of Treatment," is effectively applied to teleworkers in Call Centers in Barranquilla. Method: The research follows a mixed-methods approach (quantitative and qualitative). Interviews were conducted with employers and remote workers, as well as surveys to measure perceptions regarding workload, working conditions, and the application of fundamental rights. The type of research is socio-legal, analyzing how social reality impacts compliance with labor regulations. Results: The results obtained from the surveys and interviews reflect that 55% of respondents reported having an excessive workload, which leads to stress and burnout. Remote workers indicated that they do not have the proper tools to perform their jobs from home, which worsens their situation. Regarding subordination, employees reported that constant monitoring through software creates a hostile work environment. Remote workers also pointed out a lack of support from the company for their mental and emotional well-being, with 55% stating that they do not receive active breaks or have access to mental health personnel. Additionally, many employees expressed that they do not receive the same treatment as their colleagues who work in person, in terms of compensation and benefits. Conclusions and suggestions: There is an evident violation of fundamental rights in the telework of Call Centers in Barranquilla. The rights to human dignity, equal treatment, and the right to disconnect from work are not being adequately respected. Excessive subordination by employers negatively affects both the mental health of remote workers and their productivity. Employers are encouraged to adopt healthier practices in the workplace, respect established schedules, and provide greater autonomy to employees. It is necessary for employers to respect the right to disconnect from work, which includes avoiding contact with employees outside of working hours to protect their well-being. It is recommended that employers receive better training on the current regulations governing telework, such as Law 2191 of 2022 (Work Disconnection), and improve the provision of appropriate technological tolos for teleworking.
Telecommuting has become popular globally and in Colombia, especially after the COVID-19 pandemic. On a global level, many companies adopted remote work as a measure to contain the health crisis, which led to new labor policies. Colombian legislation defines telework in Law 1221 of 2008 and establishes rights and obligations for both employers and employees. Despite this, there are issues such as excessive subordination, workplace disconnection, and harassment in certain industries, like Call Centers. In the call centers of Barranquilla, it has been observed that some teleworkers are subjected to working conditions that violate their fundamental rights due to undue subordination. The abuse of workload, the lack of rest spaces, and constant surveillance through monitoring software have had a negative impact on their socio-emotional well-being and performance. As a result of this, the research aims to analyze whether the rights established by current legislation are being guaranteed. Justification: Telecommuting has been key to sustaining economic activity during the pandemic, but in the case of the Call Centers in Barranquilla, it has highlighted the overexploitation of teleworkers. This study is justified by the need to protect the fundamental rights of these workers, ensuring decent working conditions, adequate breaks, and respect for work-life balance. The goal is also to raise awareness about the laws that regulate this mode of work, such as Decree 1221 of 2008 and Law 2101 of 2021 (that reduces the workday). Objectives: The general objective was to analyze, through research instruments, the violation of fundamental rights that arise from the improper subordination of teleworkers in Call Center companies in Barranquilla during the years 2020-2024. The specific objectives include analyzing the abuse of subordination by employers towards workers in the Call Centers of Barranquilla during the years 2020-2024, questioning employers and teleworkers about the violation of fundamental rights such as equality and human dignity in the Call Centers of Barranquilla during the years 2020-2024, and examining whether Article 4 of Decree 884 of 2012 of Colombia, "Equality of Treatment," is effectively applied to teleworkers in Call Centers in Barranquilla. Method: The research follows a mixed-methods approach (quantitative and qualitative). Interviews were conducted with employers and remote workers, as well as surveys to measure perceptions regarding workload, working conditions, and the application of fundamental rights. The type of research is socio-legal, analyzing how social reality impacts compliance with labor regulations. Results: The results obtained from the surveys and interviews reflect that 55% of respondents reported having an excessive workload, which leads to stress and burnout. Remote workers indicated that they do not have the proper tools to perform their jobs from home, which worsens their situation. Regarding subordination, employees reported that constant monitoring through software creates a hostile work environment. Remote workers also pointed out a lack of support from the company for their mental and emotional well-being, with 55% stating that they do not receive active breaks or have access to mental health personnel. Additionally, many employees expressed that they do not receive the same treatment as their colleagues who work in person, in terms of compensation and benefits. Conclusions and suggestions: There is an evident violation of fundamental rights in the telework of Call Centers in Barranquilla. The rights to human dignity, equal treatment, and the right to disconnect from work are not being adequately respected. Excessive subordination by employers negatively affects both the mental health of remote workers and their productivity. Employers are encouraged to adopt healthier practices in the workplace, respect established schedules, and provide greater autonomy to employees. It is necessary for employers to respect the right to disconnect from work, which includes avoiding contact with employees outside of working hours to protect their well-being. It is recommended that employers receive better training on the current regulations governing telework, such as Law 2191 of 2022 (Work Disconnection), and improve the provision of appropriate technological tolos for teleworking.
Descripción
Palabras clave
Teletrabajo, Call Center, Subordinación, Desconexión laboral, Acoso laboral, Igualdad de trato, Derechos fundamentales, Vulneración de derechos