Assessment of Workload and Employee Wellbeing Among Call Center Agents in Lagos State

Call center agents face a distinct occupational health profile characterized by emotional labor, repetitive tasks, sedentary postures, and high-pressure performance targets, all of which have implications for worker wellbeing. This study assessed workload levels and employee wellbeing outcomes among call center agents in selected firms in Lagos State, South West Nigeria. A cross-sectional descriptive design was adopted, and 185 agents were recruited from five call center operations in the Lagos technology district. The NASA Task Load Index was used to measure workload, and the Warwick-Edinburgh Mental Wellbeing Scale was used to assess employee wellbeing. Results showed that 68.6 percent of respondents experienced high to very high workload levels, with mental demand and time pressure as the highest-rated dimensions. Wellbeing scores were in the low range for 55.1 percent of agents. Burnout symptoms were present in 48.6 percent of respondents, with emotional exhaustion being the dominant component. Physical symptoms including voice disorders (42.7%), neck pain (58.4%), and eye strain (66.5%) were highly prevalent. Tenure was inversely associated with wellbeing scores, suggesting a cumulative toll of occupational exposure. The study recommends workload distribution reforms, mandatory rest breaks, ergonomic workstation optimization, and structured employee assistance programs in Lagos-based call center organizations. Keywords: call center workers, workload, employee wellbeing, burnout, Lagos.