In line with government’s regulation in Indonesia, all financial institutions are obliged to provide a customer complaint mechanism that make the call center industry is growing rapidly. As a benchmark for managing service quality, call center workers are required to always keep their emotions stable despite of continuous pressures and unpleasant responses from customer complaints, which makes the call center works be considered as a job with high emotional burden. Until now, there are only few studies that specifically examine the level of emotional exhaustion among call
center workers in Indonesia. This study aims to study the effect of family-work and Work-family conflict to the call center workers’ emotional exhaustion, with person’s job-fit as antecedents. The study based its research on 154 data collected from call center workers in financial institutions. The study analyzes the relationship among variables with structural equation modeling (SEM). The SEM analysis results showed that worker’s level of congruence reduces both family-work and Work-family conflict among workers. In terms of Work-family conflict, call center workers will feel emotional exhaustion only when they faced a work dilemma with family responsibilities. The research’s implication and limitation will be discussed further.