Paradoxos do Capitalismo e Trabalho em Call Centers: Brasil, Portugal e Cabo Verde

<meta content="text/html; charset=ISO-8859-1" http-equiv="content-type"> Cinara Rosenfield O objetivo deste artigo &eacute; compreender o contexto do trabalho na chamada sociedade da informa&ccedil;&atilde;o e as diferentes formas de trabalho que nela se desenvolvem, em especial o teletrabalho em call centers. Diante de um novo paradigma tecnol&oacute;gico, caracter&iacute;stico da era da informa&ccedil;&atilde;o, trata-se de analisar as diferentes configura&ccedil;&otilde;es do trabalho. O trabalho em call centers parece condensar as ambig&uuml;idades de um trabalho informacional com alto controle, o que o colocaria entre as esperan&ccedil;as do p&oacute;s-taylorismo e os temores do neo-taylorismo. A Teoria Cr&iacute;tica de Axel Honneth permite-nos pensar a experi&ecirc;ncia do trabalho no seio daquilo que o autor intitula &ldquo;paradoxos do capitalismo&rdquo;. O significado do trabalho, em sua dimens&atilde;o social, ganha for&ccedil;a ao ser demonstrado que o &ldquo;novo capitalismo&rdquo; logra produzir progresso moral, baseado nos legados do Estado Social e do modelo taylorista e fordista de trabalho, e, simultaneamente, produz o seu contr&aacute;rio, ao erodir o alcance emancipador dessas normas e valores. Este estudo analisa o trabalho em call centers em tr&ecirc;s pa&iacute;ses de l&iacute;ngua portuguesa: Brasil, Portugal e Cabo Verde. PALAVRAS-CHAVE: paradoxos do capitalismo, trabalho informacional, call centers, mobiliza&ccedil;&atilde;o subjetiva no trabalho e l&oacute;gica instrumental. PARADOXES OF CAPITALISM AND WORK IN CALL CENTERS: Brazil, Portugal and Cape Verde Cinara L. Rosenfield The objective of this paper is to understand the context of labor in the socalled information society and the different work forms that grow in it, especially the long distance work in call centers. Facing a new technological paradigm, characteristic of the information era, the different configurations of labor remain to be analyzed. The work in call centers seems to condense the ambiguities of a informaional job with high control, what would put it among the hopes of the posttaylorism and the fears of the neotaylorism. Axel Honneth&rsquo;s Critical Theory allows us to think of the experience of the work in the midst of what he entitles &ldquo;paradoxes of the capitalism&rdquo;. The meaning of labor, in its social dimension, gains force when it is shown that the &ldquo;new capitalism&rdquo; achieves to produce moral progress, based on the legacies of the Social State and of the taylorist model and fordist labor, and, simultaneously, produces its opposite, by eroding the emancipatory reach of those norms and values. This study analyzes the work in call centers in three Portuguese language countries: Brazil, Portugal and Cape Verde. KEYWORDS: paradoxes of the capitalism, informational work, call centers, subjective mobilization in labor and instrumental logic. PARADOXES DU CAPITALISME ET DU TRAVAIL DANS LES CALL CENTERS: Br&eacute;sil, Portugal et Cap Vert Cinara L. Rosenfield Cet article se propose d&rsquo;analyser le contexte du travail dans la soci&eacute;t&eacute; dite de l&rsquo;information et les diff&eacute;rentes formes de travail qui se d&eacute;veloppent en son sein, tout sp&eacute;cialement le t&eacute;l&eacute;travail dans les call centers. Face &agrave; ce nouveau mod&egrave;le technologique, caract&eacute;ristique de l&rsquo;&egrave;re de l&rsquo;information, il s&rsquo;agit d&rsquo;analyser les diff&eacute;rentes configurations du travail. Le travail dans les call centers semble repr&eacute;senter &agrave; lui seul les ambigu&iuml;t&eacute;s d&rsquo;un travail informationnel extr&ecirc;mement contr&ocirc;l&eacute;, ce qui le placerait entre les espoirs du post-taylorisme et les peurs du n&eacute;otaylorisme. La Th&eacute;orie Critique de Axel Honneth nous permet de penser l&rsquo;exp&eacute;rience de travail au coeur de ce que l&rsquo;auteur appelle les &ldquo;paradoxes du capitalisme&rdquo;. Le sens du travail, dans sa dimension sociale, acquiert une certaine force lorsque l&rsquo;on montre que le &ldquo;nouveau capitalisme&rdquo; cherche &agrave; produire un progr&egrave;s moral bas&eacute; sur l&rsquo;h&eacute;ritage de l&rsquo;Etat Social et du mod&egrave;le tayloriste et fordiste du travail. Simultan&eacute;ment il produit son contraire, par l&rsquo;&eacute;rosion de sa dimension &eacute;mancipatrice de ces normes et de ces valeurs. Cette &eacute;tude analyse le travail dans les call centers de trois pays de langue portugaise: le Br&eacute;sil, le Portugal et le Cap Vert. MOTS-CL&Eacute;S: paradoxes du capitalisme, travail informationnel, call centers, mobilisation subjective dans le travail et logique instrumentale. Publica&ccedil;&atilde;o Online do Caderno CRH: <span style="font-size: 10pt; color: rgb(0, 0, 204);"><a href="http://www.cadernocrh.ufba.br/">http://www.cadernocrh.ufba.br