The complex dynamics of autocratic leadership in Pakistan's contact centre industry are examined in this study, along with the effects it has on employees' mental health and job satisfaction. With psychological distress serving as a mediating factor, the study examines the relationship between autocratic leadership and job satisfaction, drawing on the Conservation of Resources (COR) hypothesis (Hobfoll, 1989). 109 contact centre workers in Rawalpindi and Islamabad completed self-administered questionnaires to provide data. The hypothesis was tested using simple linear regression, and the findings indicated that it was significant. The mediation effects, including total, direct, and indirect linkages, were also evaluated using Hayes' (2013) PROCESS Models 1 and 4. The findings demonstrated a high correlation between job satisfaction and leadership style, with psychological discomfort acting as a key mediating factor. These results demonstrate how despotic leadership negatively affects workers' mental health and general job satisfaction. Initiatives for mentorship, ethical leadership development, and training programs can all be useful instruments for lessening the negative effects of autocratic conduct. Encouraging a culture of moral leadership may strengthen bonds between coworkers and create a more wholesome, effective workplace. The findings provide important perspectives for HR and HRD professionals, highlighting the necessity of not just hiring appropriate candidates but also investing in leadership and employee development initiatives. These initiatives can lower stress levels, improve job satisfaction, and foster a more sustainable and supportive culture in call center work environments.
Tariq et al. (Mon,) studied this question.