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BPO Articles: Making a Career in Outsourcing - By Vibhav Nuwal -
Continued..
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Quality and metrics experts - The most effective way to control any
operational activity is to measure it on various parameters. Most
outsourcing companies take this very seriously. They have sophisticated
measuring, metrics and reporting functions that enable the management
and client to track performance accurately. Quality and metrics
experts typically have a statistics background, or have considerable
expertise in the operational area.
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Risk and Business Continuity Planning (BCP) experts - Outsourcing an
operation is also an effective way to reduce business continuity risks.
However, outsourcing companies also have to manage their own business
continuity risks, as clients want to ensure continuity of operations.
People involved in the Operational risk and BCP areas play this role.
They create, test and manage detailed plans to ensure continuity of
operations in the event of a disaster.
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Training and development experts - The single most important element
in a successful migration is the training of people who will be
performing the function from the offshore location. On-going training is
also very important to ensure service quality. Training and development
experts wear many hats - oversee the process training, train on soft
skills like communication, team work, team leadership, etc.
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Administration experts - Running an outsourcing centre isn't just
about hiring employees and buying PC's. It takes a complex logistical
and administrative department to keep it running. This is because the
demands of an office of an outsourcing company are very different -
transportation arrangements for night shift, 24 hour cafeteria, frequent
travel arrangements, and many ad-hoc tasks. An administration expert
takes care of these things, and it can be a rewarding experience for
someone with background and interest in this area.
Skills required for these Career Options:
| Role |
Key skills
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| Transition manager |
Project management |
| Relation manager |
Client management skills, RM experience |
| Six Sigma and Process re-engineering experts |
Six sigma certification, process consulting experience |
| Quality and metrics professional |
Process knowledge, statistical expertise |
| Risk and BCP experts |
Risk management/ BCP experience |
| Training and development experts |
Degree in HR, Training experience |
| Administration experts |
Administration experience, including event management, event
logistics. |
Outsourcing is a rapidly expanding industry, and it offers several
exciting opportunities. And with the various services being outsourced
now, choices are no longer limited to customer support - one can choose
the industry and field of choice to work in. As the industry matures,
there will also be ample opportunity of growth, and to play a management
role in an outsourcing company. The time to take the leap is now!
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