As we celebrate the achievements and contribution of Women during this month of March, the EDB met with Asha Dawajee who is an Associate Site Director at Concentrix Mauritius. Concentrix is a global provider of Customer experience (CX) solutions and technology, headquartered in US and present across 70+ countries. The group employs around 440,000 people globally. Last year, Concentrix finalised its combination with Webhelp and henceforth operate under the trade name Concentrix + Webhelp. Concentrix-Webhelp is present in Mauritius since 2017 and employs more than 800 people.
Q1: Since this month of March is representative of Women empowerment, and the International Women’s Day was celebrated on the 08th of March, let us begin this conversation by asking you to tell us a bit more about yourself and your career growth as a women leader working in this key sector?
Firstly, I believe it is a day-to-day celebration and that women are the foundation of the society. It has been proven, that if we invest in women, the community around can only prosper. I have a rounded career journey of 19 years, beginning in Operations where I progressed from advisor role to Site Director and been in Global Recruitment; leading teams across Mauritius, Sweden, France and Tunisia. Since 1ST of December 2023, I am the country leader for Concentrix Mauritius based in Ebène. I am privileged to work in an industry and in country that promote parity, whereby your voice matter. This International Women week again makes me reflect, how it is important to have a strong network of women, when each woman support another one, everything is achievable.
Q2: With your wide experience in the tech industry, you must have witnessed several transformations era. How do you foresee the future of the BPO and Customer experience segment in Mauritius, given the impact of emerging technologies such as AI, which according to several experts, is set to take the BPO and customer experience segment to new heights?
Indeed, the Business Process Outsourcing or Contact centre industry in Mauritius underwent several transformations and had momentum growth over the years. The key reasons be relative to the strategic location of Mauritius offering the perfect ecosystem for the industry to flourish, aspects like cost effectiveness, technological developments, and a qualified workforce being our forte. With the emergence of new technologies and AI, the landscape is in continuous evolution with direct impact on customer behaviour and by so, we as a service provider must incorporate innovation in our strategy and operational rhythm. For instance, AI-powered chatbots, omnichannel support, and sentiment analysis, can contribute to client satisfaction and in building client engagement. I trust that Mauritius has the right foundation to cope with innovation. The real question be, are we able to cope with the pace of those changes and incorporate those technologies efficiently?
Q3: The ICT-BPO sector in Mauritius has reached a juncture, where demand for local talent is far outweighing its availability. Despite this challenge, our destination remains highly attractive, provides workers with social safety net, and Mauritius is a champion in sustainable development and inclusivity. What do you have to say to the Youth and Women who would want to pursue a career in this sector?
It is a fact, that we have reached a juncture relative to demand vs supply. This gives us an opportunity to reflect, on what be relevant for the next 10 years and how we want to design this industry; what markets are we aiming? What type of skillset we need to meet this industry’s new demands? What is the right investment required to change the perception of this industry? Mauritius is absolutely an attractive destination, and the industry is sustainable. Values as diversity, equality and inclusivity are part of our culture and support to position Mauritius rightly in the business sphere.
Almost 20 years ago, I ventured in this industry, and I trust you will agree that I am a tangible proof, that this sector is stable, and it is possible to thrive, as a woman in any leadership role. There are opportunities and the key is simply to work smart and to be prepared when those knocks. It is important to have self-awareness, to be passionate about what you do, to be open to change especially in this industry and lastly to stay humble.
