PERAN EMPLOYEE ENGAGEMENT DALAM MEMEDIASI PENGARUH SELF EFFICACY DAN QUALITY OF WORK LIFE TERHADAP BURNOUT DI MANDIRI INHEALTH CONTACT CENTER

Disruptive technology and innovation occurred during the 4.0 industrial revolution, resulting in significant changes throughout the industrial and service sectors. The widespread application of technology in various fields has resulted in a new type of customer service that is systemically and centrally integrated, also known as a contact center (CC). One of the challenges for companies developing CC is that CC practitioners may suffer from burnout stress syndrome or burnout. The goal of this study was to investigate and analyze the impact of self-efficacy and work-life quality on burnout, as well as the role of employee engagement as an mediation variable. The research subjects were contact center employees at a life insurance company in Indonesia with 137 respondents. The data analysis technique uses structural equation modeling. The results showed that self-efficacy has a negative effect on employee burnout through the mediating role of employee engagement. And the quality of work life has a direct effect on burnout.