This study aims to examine the effect of perceived organizational support on job satisfaction and turnover intention among selected BPO employees in Metro Manila using a quantitative approach through descriptive and predictive research design. The data were collected from 403 BPO employees who were chosen purposively using a researcher-made demographic questionnaire and standardized questionnaires. All collected data were analyzed using Structural Equation Modeling (SEM) through Path Analysis. Findings revealed that there is a significant positive effect of perceived organizational support on job satisfaction, while there is a significant negative effect of perceived organizational support on turnover intention, and likewise, a significant negative effect of job satisfaction on turnover intention. This implies that when employees find their organization supportive and caring, it leads to an increased level of job satisfaction and a decreased level of turnover intention; while when employees find their job satisfying and fulfilling, it leads to a decreased level of turnover intention. The findings were utilized as basis in creating a proposed employee retention program which may help leaders and HR practitioners implement and communicate stronger organizational support designed to retain key talent that is crucial to achieving targeted business outcomes.
Keywords: business process outsourcing, employee retention program, job satisfaction, perceived organizational support, turnover intention