Breaking barriers and building careers: lessons from the BPO industry

August in South Africa inevitably calls for reflection and introspection on the options women have for meaningful, career long employment. As I reflect on this matter, I’m pleased to share some of the key lessons that have shaped my path to leadership.

My journey into the BPO industry wasn’t planned. Although I held a university degree that gave me an advantage, I, like many others, spent time searching for job opportunities. Eventually, I came across a call centre agent role and decided to take it. Whether you start at an entry level or enter through another route, I’ve always believed that ambition and the desire to succeed matter most.

When I began working in the Business Process Outsourcing (BPO) sector, few women and even fewer women of colour held positions within the industry. Thankfully, this has changed. Today, the BPO sector holds immense potential for women who want to build meaningful careers.

Embrace Every Opportunity

My advice to anyone starting their career is simple: own your future. With a law background and a passion for business, I made it clear to managers and leaders what my goals and ambitions were. I didn’t wait for opportunities to arrive I actively pursued or created them.

When a chance arises, embrace it. Take a leap into new roles, explore different departments, and volunteer for projects even short-term ones outside your comfort zone. If the opportunity you want doesn’t exist, propose it. Share ideas with your manager, contribute insights, and take on added responsibilities. Each new task presents a learning moment that could open doors you hadn’t imagined.

Strive for Continuous Growth

To unlock opportunities, you must build the skills and capabilities that your industry demands. I trusted my ambition and backed it with action consistently learning, mastering new tools and technologies, and stepping into varied roles.

With determination and proactive learning, I moved from an outbound sales agent to a senior position in the organisation. This journey wasn’t easy. It required effort, late nights, and ongoing study. Even now, I’m working toward a Governance certification because I believe in lifelong learning.

Make use of in-house training or company-sponsored education programs. Investigate what’s available and seize every chance to improve even if it means putting in extra hours.

Education doesn’t end with degrees. Read widely on topics that interest you leadership, technology, or anything else. The internet provides countless learning opportunities with little financial cost. Broaden your perspective, sharpen your skills, and prepare yourself for an ever-changing corporate landscape.

Find the People Who Will Support You

Mentors and sponsors have been among the most valuable assets in my career. The right people can profoundly impact your professional growth. Find mentors who inspire you, who embody the skills and qualities you hope to develop, and who are willing to guide and support your growth. Join mentorship programmes, expand your professional network, and connect with those who’ve walked the path you wish to follow.

Equally essential are sponsors and it’s important to know the difference. While mentors provide advice and support, sponsors actively advocate for you in the workplace. They recommend you for opportunities, push you to grow, and sometimes offer hard truths about your performance. Accept this feedback openly it’s a critical part of professional and personal development.

I’m grateful to the sponsors who believed in me even when I doubted myself. They didn’t just encourage me; they challenged me and pushed me to succeed.

Be Prepared to Break Stereotypes

Every industry has biases and stereotypes. You can navigate and overcome them by staying humble, being persistent, and challenging the limitations imposed by gender.

One stereotype we must rethink is the idea of perfect work-life balance. In my experience, no such flawless formula exists. Life and work are deeply intertwined sometimes one must take precedence over the other. A sick child may need your attention, or a major project may demand extra time and energy.

For me, success means flexible priorities. It’s about recognising when to lean in and when to step back. Each of us must decide for ourselves. Women must own their choices and define their own path forward.

Show Up for Each Other

Nothing disappoints me more than seeing women treated or treating each other as competitors. We rise together. We can pursue our own goals while celebrating the achievements of others.

When we uplift other women, we create a culture of support and encouragement. Acknowledging and promoting the success of our peers strengthens the entire community. Let’s celebrate each other’s wins and amplify women’s voices.

We must also champion diversity by stepping into leadership roles. Visibility matters. Speak on panels, attend events, and share your stories. Use your platform to inspire others. When young women see people like them in leadership positions, they begin to believe those achievements are possible for them too.

By reflecting, learning, and lifting each other up, we can create an environment where women not only succeed but thrive.

About the Author Anusha Ramraj, Chief Financial Officer, CCI South Africa 

In her position as Chief Financial Officer at CCI South Africa, Anusha is responsible for all financial activities for the company. Having completed a Bachelor of Social Science majoring in Law, Anusha also holds several financial qualifications and is currently completing her Chartered Governance degree. During her career evolution, Anusha has leveraged her extensive legal and financial knowledge to create a holistic and effective approach to all financial activities.