It’s a common myth that Business Process Outsourcing (BPO) sector is all about call center jobs. A BPO may or may not have a customer interaction component.
Industries outsource several types of their non-primary activities and for each, a BPO requires an apparatus of different professionals who can run their operations and be its backbone. From finance, technology, and back-office, BPO sector offers many jobs other than one in call center.
As more clients trust BPOs for the skills, knowledge, experiences, and assets brought by them on the table, the types of operations outsourced will only diversify. The trend is already driving the demand for BPO associates and professionals with comprehensive know-how and skills.
Here’s to give you a roundabout of the types of BPO jobs offered by this sector. Let’s get the ball rolling.
Types of BPO Jobs
Professionals of various functionalities are required in BPOs. They are usually hired as BPO Associates, who may graduate to take on roles as seniors, team leads, trainers, operation managers and business heads. Let’s explore the types of jobs common to be found in the BPO industry.
• Financial Process Associates and Seniors
These professionals have a flair for numbers and come from or are interested in finance and accounting backgrounds. Their work includes maintaining accounts, handling basic finance tasks, processing bills, posting entries, preparing ledgers and account statements, among others.
Associates can work as frontline associates or agents in Finance and Accounting BPO companies, or units. Senior level professionals have advanced responsibilities.
• Back Office Associate and Seniors
These BPO professionals have a basic awareness of computer operations, word processing, keyboarding and language grasp. Back Office BPO associates and seniors are often tasked with data processing, capture, and conversation; document digitization; desktop publishing; online surveys, etc.
• Technical Support Associate and Seniors
Technical support associates and seniors have knowledge of hardware and software, and an interest in providing technical support and maintaining IT infrastructure. They can work in IT customer service, tech support help desk, or provide service support engineering to large companies.
• Customer Interaction Associate and Seniors
Customer Interaction is mostly what BPOs are known for. The work profile of these professionals differs with the type of industry they work in, for instance, a food retail-related outsourced service would require people with experience or interest in the area and who can handle customers with a calming nerve.
• Team Leads
BPO team leads have a proven knowledge and competence in leading complex teams, managing team performances, and developing a team culture. Individuals with an experience of handling specific functions in BPOs or those from non-BPO environments working in capacity of supervisors can shift to team lead roles.
• Trainers
BPOs with a bpo certifications large number of employees and where services are delivered in a team-based climate with patterned processes require training professionals who can assist in training delivery including training design, methodology, content development, training analysis, and feedback. This is where the role of trainers come in, who can come either from BPO or non-BPO sectors.
• Operations Managers and Leaders
Operation managers and leaders work across business domains and verticals. They have a proven command in client-interfacing services, along with handling client accounts, managing quality service delivery, and contributing to business growth.
How to get a BPO Job?
Associate level jobs are generally for starters and entrants who usually come with basic high school education. However, for more competitive positions’ employers may ask for a graduation or industry certification. Associates may progress to become senior BPO professionals, or they can also be recruited directly, who usually enter with university-level education, experience and may possess senior BPO certifications.
Leading BPOs are now looking for certified professionals at all levels of recruitment – from associate, senior and team lead positions, to trainers, operations manager and leaders. Certified professionals get an edge mainly because:
• They require less to no training,
• Certification aids in proving their abilities to undertake specialized functions with professional precision, and
• They come across as serious candidates about their roles and working in the sector.
BPO Certifications
One of the oldest certifying organizations in BPO sector is BCI (BPO Certification Institute), which started out at the same time as the BPO industry burgeoned. It offers certification for specialized functions in BPO for all levels – including BPO associates, BPO Specialists, BPO Team Leads, BPO Master Trainers, BPO Operations Managers, and BPO Operations Leaders. BCI also certifies BPO organizations for their process quality. For individuals, the process of getting BCI certified is supplemented with rich international learning experience with the free resources made available to them. Following professional BPO certifications are offered by BCI:
Associate Level
• Certified Financial Process Associate (CFPATM)
• Certified Back Office Service Associate (CBSATM)
• Certified Technical Support Associate (CTSATM)
• Certified Customer Interaction Associate (CCIATM)
Senior Level
• Certified Financial Process Specialist (CFPSTM)
• Certified Back Office Service Specialist (CBSSTM)
• Certified Technical Support Specialist (CTSSTM)
• Certified Customer Interaction Specialist (CCISTM)
BPO Team Leads, Trainers, and Operations Managers and Leaders
These are niche BPO qualifications that are effective in convincingly proving that one has the skills, exposure and knowledge to undertake advanced functions in BPO organizations.
• Certified BPO Team-Lead Specialist (CBTSTM)
• Certified BPO Master Trainer (CBMTTM)
• Certified BPO Operations Manager (CBOMTM)
• Certified BPO Operations Leader (CBOLTM)
Other platforms that also provide certifications in BPO operations include Udemy, IAOP, Chartered Institute of Procurement and Supply, among others. However, these bodies offer an overall qualification for BPO professionals and are not specialized in nature.
There is no argument that BPOs pay well. Though as the industry matures, professionals will be required to too. Are you prepared to embark on a BPO career?
