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Changing Phase of the BPM Industry

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Biruda Virkud, Founder & Advisor, iGrad GlobalHe is the Director, Human Resources at Serco's Global ServicesDivision. With over 26 years of experience in HR, Manuel has contributed to multiple facets of the HR function including people management, organization capability building andprocess management. Manuel holds a Master's degree in Human Resource from Narsee Monjee Institute of Management Studies and is also equipped with a Master's degree in Finance.

broader. Now it is not just about being able to tackle customers on the phone, but having more empowered customer service professionals with decision-making abilities that lead to quick and easy resolution of customer's queries. This has given a rise to BPO's wanting to employ people who have special knowledge in those fields, capable of providing Instant logical solutions to customers and train their team members. This industry has now started appreciating and wanting people from operations,finance, tech, management and soon. BPM has great opportunities forHR as most business units within the BPM have dedicated HR resources.In such roles, one will have a chanceto carry out practically all facets ofHR. Further one can also specialize in areas of Compensation, Learning& Development and HR Automation.

The kinds of roles with e Agents, Team Leader, Team Managers, Quality Analysts, and Trainers amongst others. Data analytics professionals too have a great scope as various clients have
started asking to optimize the use of data for decision making and therefore data analysis,data mining skills are much indem and. There are also career options for professionals from industries like Hospitality, Retail, Healthcare, and Banking. Their expertise in these fields is definitely an added asset.

BPOs now hire qualified people such as Chartered Accountants, engineers, lawyers and PhD holders as consultants


Graduation is now the formale ducation qualification preferable in this industry. Also the salaries have by passed those of other organisations. Career opportunities exist both, within the centres and other divisions within the firm. For example, Technology is the back bone of BPO Operations Management and hence most BPOs have largeIT teams where opportunities across Service Delivery, Business Continuity, Information Security and Digitisation could be available.In addition, BPOs that have ITclients also offer opportunities in Operations for members with an IT background.

The comfort of enrichment potential in terms of career growth has considerably risen, people now choose BPM as a career choice after finishing education. The hiring pattern has also changed.BPOs now hire qualified people such as Chartered Accountants,engineers, lawyers and PhD holders as consultants. The salary structure varies with the level of expertise that the person brings to the table.

People doing M.Tech, MBA have started looking at this industry with high expectations in terms of opportunities to offer. Outsourcing has now become a trend, and BPO's are spreading their wings towards more services and better opportunities to clients as well as employees. The IT-BPO industry has emerged as one of the most exciting and challenging places for young people to begin and grow their careers. 'Young People Big Jobs' has been the mantra of this industry. The industry is now poised for greater growth and innovation. Leading this growth and innovation will be people like you who are about to embark on their careers. The opportunities are immense, and it is up to you to arm your self with your educational and professional skills and seize them.