HR Managers’ Perspectives on Telework: A Qualitative Interview-Based Analysis

Abstract

Although telework is not a recent phenomenon, its relevance and visibility have expanded significantly in recent years, largely driven by the impact of the COVID-19 pandemic. What was once considered an alternative or complementary work arrangement quickly became an essential organizational strategy to ensure business continuity and employee safety. This sudden and widespread adoption of telework triggered profound shifts in organizational policies, management practices, and employee expectations. As organizations adapted, Human Resource Management (HRM) professionals assumed a central role in redefining procedures, supporting employees, and ensuring that telework could be implemented effectively and sustainably. In this context, it becomes crucial to understand how telework is currently structured, what advantages and limitations it presents, and how HRM professionals perceive and manage this model. It is equally important to explore how HR practices have evolved in response to this work modality demands and what characteristics define an effective teleworker in today’s organizational landscape. To address these questions, a cross-sectional qualitative descriptive study was conducted, gathering data from 12 human resource managers through semi-structured interviews held via a digital platform. Thematic analysis, supported by MAXQDA software, was used to examine the data. Findings reveal that telework offers notable benefits—such as flexibility, increased productivity, and improved work–life balance—but also generates challenges related to employee engagement, communication, and the preservation of organizational culture. Although the pandemic accelerated the digitalization of HR processes, in-person onboarding continues to be preferred to support better integration. Overall, the study highlights the evolving nature of HR practices in telework contexts and underscores the need for public and organizational policies that promote balanced and sustainable implementation.