Feeling Stuck: Is It Fair to Be Asked to Handle Calls and Training as a Generalist HR?

Hello Everyone,

I have recently joined a start-up BPO in Pune as an ASM-HR. In my KRA, which I received via email, it is mentioned that I will be carrying out the Generalist HR role. However, after joining, I am asked to take calls and support US customers technically. Is this justified? When I spoke to the MD about this issue, he said, "Okay, don't take calls," but he is asking me to provide soft skills training to his clients all over the world. I am not ready for that either because I am not willing to travel.

Please help me. What should I do? Is it justified for the company to do this? Should I continue in the same organization?

Awaiting your replies.

Regards,
Karishma Jeswani

Firstly, please go through your Appointment Letter and check if any of the above-mentioned job responsibilities, such as traveling for training or attending calls, were mentioned to you. When accepting your Appointment Letter, always make a point to review all the details. If this is not the case, you are not entitled to perform duties that are out of scope unless you genuinely wish to do so.

Thank you.

Trainer Responsibilities in a BPO Setting

If you are hired as a trainer, it's an established worldwide practice to ask the trainer to spend time on the floor regularly throughout the tenure. This includes taking live calls/chats, etc. The role becomes especially important during the pilot batch or when the training of a batch is complete and they hit the floor (check COPC for details).

Job Description Clarification

What does your job description say? Especially on work content/movements, etc.

Thanks for your reply. They are not asking me to train the employees of this company. He is asking me to train the employees of his client, say XYZ Pvt Ltd, who may have a need to train their employees on soft skills, for which I will have to travel. Kindly go through my job profile, which they shared before my joining:

Assistance with Recruitment - HRMS

1. Job Description.
2. Identify the Competencies required.
3. Identify the source for hiring.
4. Interview the candidate.
5. Coordinate the interview with the respective department.
6. Hiring Open to Procurement with Documentation

Operations

1. Joining formalities.
2. Handling Employee Database (Soft and Hard copies)
3. Leave Management System
4. Handling the payroll.
5. Arranging training on Communication and Soft skills for new joiners.
6. Confirmations, Performance Appraisals, Performance Management.
7. Exit-Interviews.
8. Full and Final Settlement.
9. Assisting management in making new policies.

Employee Relation

1. Addressing queries of Employees and providing assistance to them.
2. Policies Information Distribution within the organization to employees.
3. Motivational and Inspirative sessions timely.
4. Employee Grievances.

Soft Skills and Communications sessions

1. Imparting sessions to employees for soft skills and communication skills.
2. Body language and corporate gestures environment sessions.
3. Training initiation to procurement on soft skills and CS.
4. Drafting Study material if asked.

Regards,
Karishma Jeswani.

It doesn't mention travel anywhere; that's a strong point in your favor. If a position requires traveling, the approximate number of days or percentage is always specified. Your MD seems to be overtly focused on utilizing each and every resource (lala type). Write down your priorities, where you want to see yourself in the next few years in terms of knowledge and money. Always work towards that. Speak with the MD at length. If it's a temporary problem, one can compromise; else, it was a wrong move.

I have worked with three small concerns, including two startup BPOs (names withheld). They sank without a trace even though they were backed by strong principals.

One quality of an HR professional is to engage in any task required by the company and the situation. There is nothing wrong with getting involved in operations, as it will give you a clear understanding of the employees and the operational aspects. No job can be done by just looking at the KRA or appointment letter, at least not in the HR function. If you don't want to travel, that is an entirely different reason.

Regards,
Ajith

I don't agree with you, Ajith. It's really a bad suggestion. If an HR professional's job is to do anything that a company requires, then there is no meaning in getting an MBA. That deviates our job, and again, it takes time to settle down in that area. What is the point of giving an Appointment order, setting KRAs, etc.? Management sets KRAs in one area and asks us to do some other job. At the end of the year, on what basis is management going to rate us?

Regards,
Ravi

What you are facing is what a lot of startup employees face—the need to throw the job description out of the window and pitch in to help sustain and grow the startup at the required pace. In a startup, often an employee is required to fill in roles that are not part of their profiles and sometimes for which they might not have the required skills.

If you are being asked to do this occasionally or for a limited duration, it is justified. The reasons could be that an employee in another role quit suddenly and the startup, obviously, does not have any bench strength, or the startup is low on working capital and unable to hire full-time employees for certain roles. In such cases, it would be prudent for you to help out by filling those roles and, in the process, displaying adaptability and flexibility and picking up some new skills.

However, this should only be for limited durations. As a thumb rule, if you are spending more than 30% of your time for more than 3 months doing things for which you are not qualified, take it as a warning sign that things might not be all peachy with the startup. Either talk to the boss and see if the situation is remedied—or run.

Regards,
Nayan Khinvasara

[Jobs In A Jiffy | Jobs in Indian Startups and SMEs](http://www.jobsinajiffy.com)

I completely agree with what Nayan said. This is my personal experience. I had worked with a startup company, and there you can't go by your job description only. You have to do a few tasks that are completely out of your profile.

I would suggest that if you are comfortable doing this, then carry on for some time and talk to your boss, or better yet, consider looking for a new job.

Regards,
Shweta

Thank you for your replies. Yes, it is true that such problems are faced in startups. I think I should work towards my goals. What I want to be 5 years down the line, I should work on that. As of now, I will continue to work here and do as they say, but side by side, I am looking for a new job in HR where I can grow and learn. If anyone has any openings for HR in the Pune location, please let me know.