Posted in Information
A career path in a BPO is the most incomplete information that even the employee working in the organization has.It is not because this information is inaccessible or,unavailable, rather it is because of the unwillingness shown by the employee to extract this information.Unlike in the other industries, growth in a BPO is fast and avenues are many.In the other industries, a promotion is something that happens once in 5-6 years and the options available to you are limited.Hence the need to gather information is very less, Whereas in a BPO you have multiple options of growth. Lets discuss what these options are.
Before we understand the growth options we have, lets discuss what are the departments in a normal BPO, where you can look forward to move into.A BPO has departments like the following that would provide employees an option of growth.
- Call center Operations (CCO, in short)
- Hiring
- Process engineering
- Data analysis
- Quality assurance
Certain BPOs have a hierarchy in grades and certain other in designations.We will only discuss the ones that have a hierarchy in designations for a clearer understanding.
The normal hierarchy is as follows:
- Head of department
- Manager – Operations
- Dy.Manager – Operations
- Asst. Manager – Operations
- Team leaders
- Asst. Team leaders
- Sr.Representatives
- Representatives
There are other hierarchies that are specific to certain organizations and we would not include them here.Some of the above mentioned designations like , “Dy.Manager” and “Asst.Team Leader” are again designations that doesn’t feature in certain BPOs.
Growth to a Sr.Representative is not based on interviews but is based on the tenure in an organization.But all other designations have an interview-based screening.A dedicated and hard-working employee with the minimum required skills should be promoted to the position of a team leader in about an year.This will again depend on individual performances. Similarly the growth to an Asst.Manager should again take another year and a half. The best part of all this is that positions like Asst.Manager and Manager-Operations involve handling huge teams and the employees are groomed to develop into these roles.These kind of grooming and learning is something that has made the BPOs stand-out from the rest of the industries.
Almost all of the departments will have a similar kind of hierarchy except that there would be no roles called “Representatives” and “Sr.Representatives” there. What are the functions of these departments could be a point of discussion in another post.
Dilip has written 78 posts at BPO Diary
You can visit Dilip 's blog here .
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One Response to “Career path in a BPO”
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If you keep the info pouring in you will have tons more viewers coming to see what you have to write, thanks.
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