Mining for Leaders: A Thought Piece on Recruiting for the BPO Industry
By Monette Alvero

Like looking for diamonds in the rough.

This phrase would probably best describe our quest since the past year, as we endeavor to provide our clients with the best executives that we can find. And as the BPO business continues to grow exponentially, the need for competent leaders who will steer the industry becomes ever more urgent.

It has been a bumpy ride, putting in more hours, driving all over, and using all possible communication means to find individuals who possess a balance of the qualities that we are looking for. Sometimes we go home defeated. Sometimes we go home tired, but elated.

Right now, the biggest challenge would be to dispel the many myths that surround the BPO industry. As a first step, we are trying to address this through the business forums that we organize monthly, especially for the non-BPO executives.

We are looking for individuals who are ready to face uncertainties and to implement operational efficiency. Bearing in mind that the BPO industry is a young one, challenges still abound. Aside from ensuring that service level agreements with the clients are met that will result to increased work volume, an executive should also pay attention to and resolve issues within the company such as attrition rates.

Creativity and energy also rank high in the list of criteria. A BPO executive should always be committed in looking for ways to improve or develop the processes in which they function. These qualities are also vital as the industry itself runs so fast with more and more players coming in each year, and is composed of relatively young people.

Ultimately, we are looking for leaders. We are talking here of thousands of employees to be motivated and inspired, of young people who are willing to learn and who are looking for direction.

Whenever we get the chance to talk to someone, we do not dwell on his or her credentials at length anymore. Instead we ask, “What do you want to do?” For us, this is what is more important. A leader should be passionate about his work, and about what he believes in. And this passion is what will drive him to be able to have his group move with him in whatever direction he wants it to be going.

The BPO industry is ready and it needs leaders, those who believe that the choice to lead an ordinary life is no longer an option, starting with their working hours.

And so we continue with our search, until we find the next handful of diamonds.