Call center work: working hours and breaks
TIM

Do you work or did you work in a call center or customer service center at TIM? Understand working hours, breaks and working conditions under NR-17.

Updated on October 24, 2026

What to do, step by step

Gather your contract, schedules, time records, target notices and payslips (holerites) for your work at TIM.
NR-17 (Annex II, Brazil’s ergonomics regulatory standard) sets specific rules for call center work, such as breaks and work organization; check the conditions of your operation.
Check the length of the workday, the rest intervals and whether overtime and the night-shift premium appear correctly on your payslips.
In case of excessive pressure over targets or health problems, keep medical certificates and communications and seek medical care.
Contact the sector union, MTE (MTE, Brazil’s Ministry of Labor and Employment, Disque 158) or a lawyer; a lawsuit must be filed within 2 years after the end of the contract.

Official channels for workers

Labor inspection: MTE · 158
Public Labor Prosecutor’s Office: MPT: guidance and complaints
Labor Courts: Superior Labor Court (TST)

Frequently asked questions

Do telemarketing operators work reduced hours?

Working hours depend on the contract, the legislation and the applicable collective rules. Check with the sector union which rules apply to your case.

Are breaks mandatory?

NR-17 provides for breaks in call center activities. The analysis depends on the workday and the actual working conditions.

Can excessive pressure over targets give rise to rights?

In some cases, abusive pressure may be analysed as harassment or as a cause of illness. Each situation must be evaluated individually.

What to do, step by step

Official channels for workers

Frequently asked questions

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