“It is hard to find operations managers; BPO is a young industry, which has not yet succeeded in producing a significant strata of middle managers,” added Tesiu, adding that the solution is to identify managers from similar domains. “I recently hired a manager from retail, where there is a customer service culture, and who had experience in the telecom domain. One must learn to become flexible when looking for a work force,” said Tesiu.
Another challenge is finding quality auditors, especially because they are required to speak German, Italian, Spanish or French, in addition to English.
Wipro plans to have 400 employees by December 2009, and will have to hire over 150 this year. “To date, we recruited 108 persons, of which 97 for newly-established positions, and the remainder to replace staff. Most of our recruiting this year was entry-level,” according to the company’s HR Manager. She added that the Wipro does not intend to reduce employee salaries or the training program budget, in spite of the crisis.
