Abstract
This study explored the relationship between Psychological Capital (PsyCap) and Work Engagement, with Work Demand as a mediating variable, among HR professionals in the BPO industry in NCR. Using the JD-R Theory, the study aimed to assess how PsyCap relates to employee engagement and how work demands may affect this dynamic. A quantitative, correlational research design was employed, using a validated survey instrument distributed to purposively selected HR professionals with at least one year of experience in BPO companies within NCR. Data were analyzed using linear regression and mediation analysis. Findings revealed no significant relationship between PsyCap and Work Engagement (p = .336), PsyCap and Work Demand (p = .574), and Work Demand and Work Engagement (p = .298). Furthermore, work demand did not mediate the relationship between PsyCap and Work Engagement. Descriptive statistics showed that most respondents experienced high levels of work demand, particularly cognitive load, emotional effort, and time pressure. Despite the non-significant relationships, the consistently high levels of work demand underscore the need to address stress, burnout, and workload management among HR professionals. The findings suggest that while PsyCap is a valuable psychological asset, its effect may be diminished in environments with excessive work demands. It is recommended that BPO companies implement structured intervention programs that develop PsyCap, promote job crafting, and address workload and emotional strain to foster sustainable engagement. HR departments should integrate mental health support, resilience training, and workload balancing policies to enhance overall workforce well-being and productivity.
