Role Conflict, Role Ambiguity and Role Overload of Women Employees in Bpo Industries

Historically, women were considered as kitchen keepers or housekeepers in India. But

now they have become trendsetters as their status is subjected to many great changes

over the past few decades. This is due to many reasons but the all important reason is

in the field of their service they are judged by performance but not by gender. The gift

of education to women puts them in a state of intellectuals among whom some come

out with flying colors in the social and political arena, challenging men competitively.

Perhaps some companies are women dominated where key employees are women.

While considering the BPO industry in India, it is seen that women employees constitute about one-third of the total workforce. At the first glance, it is clear that there are certain hurdles in the day to day life of the working women, among whom

some could bend and give away under the pressures and some could cope in their

field of service. Apart from the day to day challenges in their work place, industries

like a BPO, having different work shifts face issues regarding safety as well. Incidents

of crimes against women are an alarming threat to women in this Industry. The

country's IT and BPO sector have constantly revised and enhanced the safety

measures for women employees in the past few years to counter the risky

environment outside the office especially during commutation1. Women being a core

group in most of the fields, have to perform leading roles in their work and life as a

daughter, mother, wife, daughter-in-law, employee, and the like. In performing their

responsibilities, they have to face problems like Role Conflict, Role Ambiguity and

Role Overload.

Roles are generally considered as set of expectations about behaviour associated with

organisational positions. Since, Role Conflict takes place due to inconsistent demands

and expectations placed upon an individual such that compliance with both would be

difficult, researchers had attempted to understand the influencing factors,

consequences, impact on work and family life and the like. Further, Role Conflict can

persist for either a short period of time, or a long period of time, and sometimes it is

also connected to many specific circumstances.