Que: I am a team leader in a voice based call center. I want to move to Back Office BPO, but what I gathered from HR managers after giving many interviews is that I will have to join at a junior level. Why so?

Vinay Shahani

Ans: Based on the inputs provided by you in your question, there are a few possibilities which you could analyse that could be applicable to your case.

It could be possible that when one is being screened for interview for a Team Leader level, you are not able to display the competencies required for a TL position, adequately. So, it would be a good suggestion that you closely observe and evaluate yourself, by doing self analysis and introspection and get inputs regarding any gaps, from your peers or supervisors.

And also, there might be a case that though you have been promoted, as Team Leader in your current organization, the requirement in the other organizations, where you have given your interview, might vary.

Getting hired is actually meeting the job specifications which would mean the defined profile of the job, which includes experience, qualification and what kind of skills you have acquired and to what extent they are relevant to the hiring organization.

Also, would like to provide an insight that in large number of organizations, that for a Team Leader position, the opportunities for growth is first provided to internal candidates and internal transfers and then only external hiring might be done.

I am sure you would be able to achieve your career objective of moving into Back Office business soon.

Que: I have worked as tech support for a major voice-based BPO for the past 18 months. It is a totally technical process. Before joining this company, I had worked for a medical transcription company for two years.

I am quite happy with my present job. The salary is handsome and I also hold a respectable position in the team.

I always try to think along a different path, and from the information about the BPO market that I have gathered, it is projected that the requirement for foreign language experts will be one of the major needs in the near future.

If I now go in for a Spanish language course, which, if I am not mistaken, will be the language to look for in the BPO market after Mandarin, will it be possible for me to use it to my benefit?

I am thinking a long term in the sense that at the age of 40 or 45 (presently I am 30), I might be able to move into some other fields with the knowledge of a foreign language

Sourav Burman

Ans: Glad to hear that you are working in a technical program and are enjoying your present job, as technical skills have good opportunities both in the BPO and KPO segment of the industry.

Also, it is good to hear that you are keen on pursuing a foreign language as a long term strategy. I would recommend that you should go in for a Spanish language course, as a part-time-course along with your present job. And once you have completed the course and are equipped with the skill-set of a foreign language, you can evaluate what opportunities you would like to explore, in the current field or other fields , as you deem fit.

India would remain favorite destination for ITES industry and the pie would increase just for the fact that we are better positioned from a quality talent supply pool point of view, but at the same time, the demand for the talent would increase manifold. In such a scenario, I would say that you thought of specializing in a niche language would be a good idea.

Que: I have a diploma in Mechanical Engineering and currently working as a junior engineer for a limited company. I have handled the Materials department for last two years and also working as a coordinator between SAP core team and end-users.

I am very much interested in a BPO career which can offer me a good life. Over the last year, I have gained a sound knowledge of SAP CS and MM modules in the end user category.

Please advice me the possibilities of a switch-over to a BPO. For a technical degree holder like me, do you think I should have value addition to the present?

R. Periyasamy

Ans: A large number of opportunities are available for Engineers in the BPO segment and many engineers are currently working in this industry. If you have been able to equip yourself with an adequate SAP knowledge, as mentioned by you, during your current role of working as a coordinator, you could explore the existing opportunities in the field, in the high-end technical segment or KPO

Also, another good option available is to equip yourself with Technical certifications in the filed of Microsoft technologies or CISCO technologies or any similar fields and you will be able to get a good role in technical programs which are being supported by organizations in India.

I am confident that you would in the near future be able to make a successful switch-over to the BPO sector. All the best.

Que: I am a BE (Computer Science, 2001) graduate and have worked with a BPO (tech process) for two years. Before getting into a BPO, I was into sales (web-space). With three years of experience, I got into a full-time MBA (marketing) from the University Dept. of Mumbai. Now I am about to complete my MBA and it is time for me to pick up a job. The BPO sector does not seem to recognize my MBA and I am still getting entry level offers. I am confused as to whether or not I should accept one of those offers or if I should shift to some other sector.

Sundeep.R.Bhat

Ans: I would not like to agree with your experience that no one recognizes your MBA. You have spent a good amount of time in this business, so as a natural corollary to that, you should now look at harvesting the investment made.

This sector has large requirement for talent and you can look for an opportunity within your current organization or outside. There is tremendous opportunity in the ITES so it may not be prudent to exit this industry at this time.

I would advise you to speak to your Manager or HR Manager and spell out your concerns.

I am sure that you will soon have a good opening available which is commensurate to your experience and skills.