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HomeOperations And Logistics Manager ‣ Interviews: Yashpal Gupta

Yashpal Gupta : Operation Manager

Most of us are under the misconception that a "BPO job" involves night shifts and a call-centre work profile. Yashpal Gupta, who is working with Quatrro Global Services as a senior manager with 12 years of work experience in operations and client management with multiple organizations like Quatrro, PRGX, Infosys, WNS and AXA, puts our doubts to rest:

Q
What are your areas of expertise?
A
I am a management expert in functional areas including: Operations, Quality, Audits, Training, Workforce Management, and Client Account Management. I also have a strong reporting and analytics background that leverages Six Sigma methodologies. I've had a proven track record in delighting the most demanding clients and their customers.
Q
How did you get started in your career? What motivated you?
A

I started my BPO career with an international BPO right after my graduation. Honestly saying, at that time I hardly knew anything about BPO, Process, Client deliveries, etc. I was just starting as a fresher and was very excited about my first job.

However soon I realized that it is more than just a regular processing job. There are tremendous opportunities for you to learn, explore and upgrade your skills.

Q
What is this career like?
A

I think it is a great platform for graduates and MBAs to start their career. BPO jobs have proved to be attractive to fresh college graduates. A basic degree and good communication skills can land you a Rs.2+ lakh a year job, besides perquisites that range from home-to-workplace transport, food, etc. Additionally, the exposure to a professional environment, learning & development, client interaction, business understanding will helps you to develop as a professional.

You should be prepared to work in flexible shifts including night shift; as working with international clients will require you to work in multiple time zones. I think one should spend a minimum of 3-4 years in a BPO outfit to gain in-depth knowledge of functions and operations

Q
What does an average day at work for you involve?
A

My day generally starts at 7 in the evening. I start by checking what meetings and training are scheduled on my calendar and review all the tasks that I record in my diary and plan my day accordingly.

I then take a quick meeting with my team to discuss about the overall plan for the say, challenges, query analysis and discussion about reports so that they get direction for the entire day.

I then proceed to check the agenda for my next meeting and prepare myself for it. I keep a note of the minutes and the take-aways from the meeting.

I then work on multiple reports and analyze them and then share this analysis with my management for further discussions.

Every day there would be some client calls planned - this is an important part of client management (to be in touch with your client on a regular basis to discuss about the progress of the project and challenges, planning on various stuff, etc.)

I also try to keep some buffer time for last minute requests, etc. to accommodate any other important task.

In between all of above there are of course few breaks are planned for dinner and coffee. At the end of the day, I note down the tasks to be accomplished for the next day and then its good night!

Q
How was your journey from 1st job till current job? Where do you see yourself in 5 or 10 years from now?
A

As I said I started as a fresher and was completely unaware about this industry. I think the journey from there till now as a Senior Manager has been fantastic. There are so many things I learnt in these many years and I am still learning. I have experienced success & failure, seen ups and downs..all this has made me really strong.

After 5-10 years I will continue my journey on the same track and hopefully will keep growing professionally, personally and financially too.

Q
What specialized training and education did you choose to succeed in this field? What inspired you to build the skills?
A

There is no formula or training which takes you to the success. Just be honest to yourself and always give 100% to whatever you are doing. Personally, I am quite interested in quality, process improvement, process reengineering. To work on my interest more systematically, I have completed my Six Sigma trainings and certifications (black belt level.)

However, in general, it is not just managerial and operational skills that you need to gain. Soft skills including communication, people management, time management, cultural sensitivity and a high level of discipline to regulate one's internal bio-clock is very important too. Use the facilities employers provide to hone your soft skills. As a BPO employee, you may also have a range of training options, funding and support to acquire higher educational degrees or to develop multiple skills.

Q
Which skills have you found most helpful, and which will be most important in the future?
A
Communication skills - Fluent communication will always help you to get an exposure to new roles and tasks. It is an essential skill that requires in this industry at every step. You need to communicate to client, management, your teams, colleagues; sometimes you may need to deliver trainings. Good communication will help you to work on all such areas. It will develop you more and will also get you more attention. With good communication skills, you can become a good leader, trainer, presenter and a thorough professional.
Q
Do you have any other `words of wisdom' that you would like to pass on?
A
Create energy, passion and excitement at work. If you don't have passion, then you have nothing and you won't be able to achieve anything. Two things will keep your inner fire alive - an ability to appreciate the positives in our life - and a commitment to action. Every day, it's important to ask and answer these questions: "What's good in my life?" and "What needs to be done?"