The Bpo industry has a huge presence in India. And the number of youngsters’ employed in this industry is reasonably large. Seeking a job in a BPO is not that difficult. If you are fluent in English, know your grammar well, have good communication skills and oodles of confidence, you can apply. But to rise in rank Dept Head or precisely an operational head, is a tough climb. Managing and working with his/her team, A dept head is responsible for all areas within the Dept, including administration and new business processing. Also, he/she has to work closely with the branch team ensuring that the branch objectives are met. The key areas of responsibilities include managing team/department to ensure १०० percent achievement of client service level agreements, driving customer service excellence and making recommendations regarding improvements of administration practices. He/she must be able to work with other departments like finance and Development, coordinate scheme configuration, implementation and maintenance, and deal with customer service issues relating to clients. A Dept head must be able to train and develop team members to maximize their potential and must conduct regular appraisals. Building strong and effective relationwith both internal and external clients is part of his/her job. As a Asst Manager IT,I am in this industry for six years, "This job has huge prospects in India, but one has to keep his eyes and ears open to' grow in this field," A Dept head in a BPO industry has different roles to play. He/she has to manage work and ensure that all the work is done in a smooth and efficient manner. He/ she also has to achieve coordination among his co-workers, "This can be achieved by being honest to your co-workers and yourself," The initial years are tough, but after couple of years all smooth sailing. about experience in the industry, "It's like living on the edge. You can't relax even for a day, life is on a fast track here." About Operational heads, "Operational heads have to be prepared for changes because unlike other industries, the process here changes very fast and frequent. So, you should have great adaptability level." To be an operational head, you need to be a graduate. Of course, you have to undergo training on how to report and learn basic management techniques like team manand time management. "An MBA would definitely score well because it would be easier for him to market himself." Talking about pay scale, "Though it depends on the different processes in inbut one could earn a handsome amount of Rs ४०,००० per month. In case of virtual ofone can earn up to Rs २ lakhs." Those who are in this profesfor a good many years still need some kind of training, in the form of exposure. and keep imthemselves. What are the draw backs? "Beof working irregular hours your social life goes for a toss. For single people, its still ok. But if you are married and your spouse works in a different industry, then its difficult.My day starts at ४ in the evening. Although I have had no health problems yet, I advice those working in night shifts to take precautions. A career in the BPO industry is fine. You can learn a lot from experiences, interact with a lot of people and gain huge exposure, but if you are a part time working student, dont stop your studies mid-way.
Madhukar Mazire
