Leadership Style in the Business Process Outsourcing (BPO) Industry in Relation to the Performance of Employees

This study examined the relationship between leadership styles and employee performance in the Business Process Outsourcing (BPO) industry, focusing on call center agents at PanAsiatic Bacolod. As the BPO sector plays a vital role in the Philippine economy and depends heavily on human capital, understanding how leadership influences employee outcomes is important. The study explored five leadership styles: transformational, transactional, democratic, autocratic, and laissez-faire. Guided by established leadership theories, a descriptive research design was used. A total of 203 respondents were selected through simple random sampling. Data were collected using a validated and reliable questionnaire and summarized using appropriate statistical tools. Results showed that transformational leadership was the most preferred style, followed by democratic leadership. However, findings revealed no significant relationship between leadership style and employee performance. Performance levels remained consistently high across different demographic leadership groups, with slight advantages observed among older, more educated, and more experienced employees. The results indicated that while employees prefer certain leadership styles, these preferences do not directly affect their performance. The study concludes that BPO organizations should focus on creating supportive work environments and strengthening professional development programs rather than relying solely on leadership style to improve employee performance.

Leadership, Performance, Employees

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