Surgo Women in the BPO Industry: Bernadette Thomas

As we celebrate Women’s Month, Surgo asked one of our leading ladies to share her experience and insights into what it is like working in South Africa’s BPO Industry. She also shared the values that helped her unlock opportunities and build her career in this burgeoning industry that is making big waves on the global front…

Bernadette Thomas or ‘’Bernie’’ as she is well-known, went from Project Manager to Head of Operations and is a highly organized professional with more than 13 years of experience in the BPO sector.

Bernie has always availed herself and volunteered for any opportunity presented, even if she didn’t have the necessary qualifications or experience. The BPO sector provides a platform and vast opportunities for individuals to learn and excel, without the requirement of previous work experience.

She would take the time to conduct research, read, and up-skill herself to be of value to the company and employees in each respective position.

‘’My core values are to be of service and to add value in the lives of my colleagues and the operations of the business. This mindset and eagerness to learn, has granted me the necessary opportunities to gain the accumulated knowledge and experience I have today, for which I am ever grateful.’’

‘’The career progression for females within the BPO industry is limited to an extent. I have seen that several companies in the industry are predominantly male lead, with statistics showing that women accounted for 43.4% of total employment in the second quarter of 2021, of those in managerial positions, 66.9% were men compared to 33.1% of women.’’

She does however see that more women are progressing within the ranks in the BPO sector.

‘’I haven’t seen a lot of women at the executive level and that would be amazing to see because we need females at all levels including the executive levels to change the dynamic.’’

‘’The BPO sector in South Africa is growing at a rapid rate and making big waves in the International markets, the career opportunities for women are many and diverse.’’

Bernie believes that employees are a company’s biggest asset.

‘’Treat them well and they will take care of your business and perform at their optimal best. This mindset and eagerness to learn, has granted me the necessary opportunities to gain the accumulated knowledge and experience I have today, for which I am ever grateful.’’