Call center workers in Brazil: 6-hour day and NR-17 breaks
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Call center operators have a workday of up to 6 hours, two 10-minute breaks and a 20-minute meal break under NR-17. Other rights explained.
Telemarketing and call center operators have their own health and safety rules in Annex II of NR-17: a workday of up to 6 hours a day and 36 hours a week, two 10-minute breaks and a 20-minute meal break. The breaks count as working time and cannot be deducted.
Quick summary
- Hours: up to 6 a day and 36 a week.
- Breaks: two of 10 minutes, away from the workstation, after the first and before the last 60 minutes.
- Meal: a 20-minute break.
- Bathroom: leaving the workstation at any time, without penalty.
- Targets: cannot justify abusive pressure, public exposure of results or humiliating penalties.
Breaks
The 10-minute breaks are for physical and mental recovery: the operator leaves the workstation. They are part of the workday, so they are paid. The 20-minute meal break must also be respected. Deducting or preventing these breaks can lead to overtime and damages.
Equipment and environment
- An individual, sanitized headset with volume control.
- An adjustable chair and desk.
- Acoustic and thermal comfort.
- Training on the activity and illness prevention.
Targets and harassment
Productivity monitoring is allowed, but it cannot expose workers, impose unreachable targets with threats or use humiliating rankings. These practices are often recognized as workplace bullying.
Frequently asked questions
Can call center staff work 8 hours?
NR-17 Annex II limits the day to 6 hours. Hours beyond that, except in specific cases, must be paid as overtime.
Are the 10-minute breaks deducted from pay?
No. They are paid working time.
Can the employer control bathroom time?
Not restrictively. NR-17 guarantees leaving the workstation at any time for physiological needs.
Calculate: use the Overtime calculator — free, no registration.
Read more in this series
- Bathroom breaks at work
- Workplace bullying
- Overtime: how to calculate and claim it
- Index: complete guide to labor rights
Topic: this guide is part of Working hours, with all the guides on the subject.
Official sources consulted
Informational content, updated in October 2026. This does not replace an individual analysis of your case.
Informational content produced by the Human Case editorial team based on official public sources. Does not replace individual advice.
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