3. Or the delegation of day to day Operations orBusiness
Process to an External Service Providerthe strategic use of outside
resources toperform activities traditionally handled byinternal
staff and resources Dave Griffiths 4
10. BPOSpecific tasks outside the core competency of a
companyOutsourced to a Third party Service Provider / Shared
Service Centre 11
11. Customer Relations Media Outsourcing ManagementInsurance,
Finance andHealth Care Accounting Procurement, Human Resources
Documentations 12
12. 13
13. ITOFast changing Need to invest on world Sophisticated
Technologies Technical Fueling the rapid evolution of Innovation
Business and Economic ModelsCompetitive Adapt to changes Market
14
14. ITO Electronic Commerce Network / InfrastructureSoftware /
Applications Development Telecommunications Website Development and
Hosting 15
15. KPO 16
16. 17
17. 18
18. Build your career JobOpport Increasedunities number of
ICT/BPO companies 19
19. 20
20. 21
21. 22
22. 23
23. 24
24. IT SupportHardware InfrastructureSoftware applications/
development & maintenanceWeb design, development &
hostingNetwork SolutionsComputing EnvironmentHigh Performance
Computing (HPC)SecurityBusiness Systems 25
25. 26
26. Strong language abilities Expertise & Cultural
Consultancy diversityReal timesupport & Political 24/7
stabilityFlexibility Improving Low-cost infrastructure region
27
27. Research and Technology Analytics services (KPO)
outsourcing (ITO)Back Office /ContactCentres (BPO ) 28
28. 29
29. DESIGNATION BPO Associate (Voice & Non voice)
GRADE/LEVEL Entry Level REPORTS TO Supervisor/Coach/Team Lead
PRIMARY PURPOSE To ensure client satisfaction by effectively and
efficiently OF THE POSITION maintaining quality of output and
accuracy of information. Process / Client related tasks: Adhere to
the Service Level Agreement (SLAs) specified by theESSENTIAL DUTIES
OF Client / Process for quality, productivity and schedule THE
POSITION adherence To be aware of and comply with any client /
process / product updates. ACADEMIC Good SC / HSC QUALIFICATIONS
English, French and Maths Subjects would be an advantage.
EXPERIENCE 0 1 year KNOWLEDGE Computer literate SKILLS AND Customer
oriented, Analytical skills, Team Player, Extrovert COMPETENCIES
personality 30
30. DESIGNATION Supervisor /Coach/ Team Lead (Voice & Non
Voice) GRADE/LEVEL Supervisory Level REPORTS TO Accounts Manager
POSITIONSREPORTING DIRECTLY BPO Associates TO THIS POSITION PRIMARY
PURPOSE To ensure achievement of targets as defined by the Client
OF THE POSITION Manages the team in an effective and efficient
manner. Grooms team members to handle more
responsibilities.ESSENTIAL DUTIES OF Prepares development &
action plans for every team member. THE POSITION Plans necessary
process- related training to team members. Works in team and
provides assistance and seeking support. Conducts regular briefings
to discuss performance and updates. Good SC / HSC + at least 3
years relevant experience ACADEMIC Diploma holder + at least 2
years relevant experience QUALIFICATIONS Degree Holder + a minimum
of one year relevant experience EXPERIENCE 1 to 3 years KNOWLEDGE
Computer literacy, email etiquette SKILLS & Excellent
Communication skills, High customer Acumen, Good COMPETENCIES
Leadership and motivational skills, Strong Analytical Skills.
31
31. DESIGNATION Account Manager (Voice & Non voice)
GRADE/LEVEL Mid Management Level REPORTS TO Floor
Manager/Operations DirectorPOSITIONS REPORTING DIRECTLY TO THIS
Team Leads/supervisors/coach POSITIONPRIMARY PURPOSE OF To lead the
team through operational efficiency, maximize revenue THE POSITION
and create effective relationships with customers/Clients. Works
closely with the Operations Manager to achieve Quantitative and
Qualitative targets specified by the Client. Measures performance
of the team and Reports to the Client at the ESSENTIAL DUTIES OF
end of every month, responsible for team motivation and employee
THE POSITION retention. Grooms and mentors Team Leaders to handle
more responsibility Coaches TLs to prepare and document development
plans. Good SC / HSC + at least 5 years relevant experience
ACADEMIC Diploma/Degree holder + at least 3 years relevant
experience QUALIFICATIONS Post Graduate + a minimum of 2 years
relevant experience EXPERIENCE 1 to 5 years KNOWLEDGE Computer
literacy, email etiquette, Excellent Business English/French Strong
customer centric culture SKILLS & Excellent people management
COMPETENCIES Outstanding communication and networking abilities 32
Highly result oriented
32. Senior BPO BPO BPO BPO BPO Team Accounts Operations
Associate Associate Supervisor Coach Lead Manager Manager >15
FTEs >15 FTEs >45 FTEs >75 FTEs >225 FTEsFTEs : FULL
TIME EMPLOYEES 33
33. DESIGNATION Trainee IT Developer/Analyst GRADE/LEVEL Level
1 REPORTS TO IT Team Lead/ IT Software engineer/IT project Manager
POSITIONS REPORTING Not ApplicableDIRECTLY TO THIS POSITION PRIMARY
PURPOSE Systems analysis, applications development and support of
the application Reviews and analyzes system specifications Analyzes
and defines documents requirements for data, workflow, logical
processes, hardware and operating system. Interfaces with other
systems, internal and external checks and controls, and outputs.
Writes and maintains documentation to describe program development,
logic, ESSENTIAL DUTIES coding, testing, changes, and corrections.
Monitors performance of programs after implementation. Uses
programming languages to code computer instructions from the
systems documentation. Develops software based on the description
of business logic. Assists in the overall analysis and design of IT
systems End User Support ACADEMIC Degree in IT with the relevant
programming languages QUALIFICATIONS EXPERIENCE 0 1 year KNOWLEDGE
Embedded knowledge in software developmentSKILLS AND COMPETENCIES
Customer oriented, Analytical skills, Team Player, time management
34
34. DESIGNATION IT Developer/Analyst GRADE/LEVEL Level 1
REPORTS TO IT Team Lead/ IT Software engineer/IT project Manager
POSITIONS REPORTING Not ApplicableDIRECTLY TO THIS POSITION PRIMARY
PURPOSE Systems analysis, applications development and support.
Reviews and analyzes system specifications Analyzes and defines
documents requirements for data, workflow, logical processes,
hardware and operating system. Interfaces with other systems,
internal and external checks and controls, and outputs. Writes and
maintains documentation to describe program development, logic,
ESSENTIAL DUTIES coding, testing, changes, and corrections.
Monitors performance of programs after implementation. Uses
programming languages to code computer instructions from the
systems documentation. Develops software based on the description
of business logic. Assists in the overall analysis and design of IT
systems End User Support ACADEMIC Degree in IT with the relevant
programming languages QUALIFICATIONS EXPERIENCE 1-3 years KNOWLEDGE
Embedded knowledge in software development Customer acumen, Good
Analytical skills, Team Player, Good timeSKILLS AND COMPETENCIES
management, resilience 35
35. DESIGNATION IT Quality Tester GRADE/LEVEL Level 1/2 REPORTS
TO IT Software Engineer/ IT Project Manager POSITIONS REPORTING IT
Analyst /DeveloperDIRECTLY TO THIS POSITION Undertake Quality
Assurance of software developed through timely and efficient
PRIMARY PURPOSE testing Ensure software specifications are met
through quality testing. Actively participate in project and team
meetings interacting and collaborating with team members.
Contribute to the timely delivery and quality of various work
artifacts. Develop and validate test processes and procedures.
ESSENTIAL DUTIES Identify, build and implement test tools, test
environments, test data/databases needed for testing Ensure that
software releases are up to Quality Standard defined during the
product development Monitor and update bug reports as needed
including bug report closure. ACADEMIC Degree in IT with the
relevant programming languages QUALIFICATIONS EXPERIENCE At least
2/3 years experience as Developer/Analyst KNOWLEDGE Embedded
knowledge in software development and software quality testing
Customer acumen Good Analytical skillsSKILLS AND COMPETENCIES Team
Player Good time management, resilience Excellent communication
skills 36
36. DESIGNATION IT Software Engineer GRADE/LEVEL Level 2
REPORTS TO IT Project Manager POSITIONS REPORTING IT Analyst
/DeveloperDIRECTLY TO THIS POSITION Responsible for the delivery of
QA and Testing in a timely and efficient manner PRIMARY PURPOSE
through project documentation, extensive manual, and/or automated
testing. Build, support, maintain, upgrade, improves and debug
applications as per client specifications. Code, test and
troubleshoot client programs Maintain client software
documentation. ESSENTIAL DUTIES Analyze performance of client
software and take corrective action as and where necessary. Ensures
smooth running of built software, communicate regularly with client
on progress and sign off after the built operate transfer exercise
ACADEMIC Degree in IT with the relevant programming languages
QUALIFICATIONS EXPERIENCE A minimum of 3 years experience KNOWLEDGE
Embedded knowledge in software development and software quality
testing Customer acumen Good Analytical skillsSKILLS AND
COMPETENCIES Team Player Good time management, resilience Excellent
communication skills 37
37. DESIGNATION IT Project Manager GRADE/LEVEL Level 3 REPORTS
TO IT Unit Manager POSITIONS REPORTING IT Software
EngineersDIRECTLY TO THIS POSITION Responsible for planning,
implementation/ conduct of IT projects for optimum PRIMARY PURPOSE
and consistent results as per specifications Works closely with the
client and his team to achieve targets Reports to the Client on
regular basis of the progress of the development Identifies
development gaps and collaborates with the client for solutions
Responsible for management, quality, performance, cost and time of
projects Manage, plan, assign and monitor IT projects to Software
Engineers team(s) ESSENTIAL DUTIES Ensures end user documentation
Definition, analysis and design of specifications to ensure
compliance Choice of technology / architecture and design of the IT
framework Responsible for delivery of IT projects Work with
operations staff to design, plan, implement, and validate solutions
Degree in IT + relevant programming languages / Post Graduate is a
definiteACADEMIC QUALIFICATIONS advantage EXPERIENCE A minimum of 3
years experience as team leader KNOWLEDGE Project Management/
Robust technical knowledge/ Rigor and discipline Strong customer
centric culture Excellent people managementSKILLS AND COMPETENCIES
Outstanding communication and networking abilities 38 Highly result
oriented
38. DESIGNATION IT Technician Performs Repairs
/Configuration/Set up for the following items: Personal Computers
Notebooks ESSENTIAL DUTIES Printers Monitors Computer Accessories
Minimum of School Certificate or HigherACADEMIC QUALIFICATIONS
Comptia A+ Hardware and Software Network + EXPERIENCE 2 3 years
post qualification working experience 39
39. DESIGNATION Systems Engineer Configure and Administer
medium to large size computer systems comprising : Servers Storage
devices ESSENTIAL DUTIES Routers/Switches Security Devices Degree
in IT More Computer science/Engineering orientedACADEMIC
QUALIFICATIONS Microsoft MCITP Server Admin CCNA or equivalent
Networking Certification EXPERIENCE 3 years post qualification
experience 40
40. Application Engineer: Developers DESIGNATION Business
Consultants Data Base Administrators (DBA) Application
development/administration on different platforms such as Java,
ESSENTIAL DUTIES Microsoft, Oracle, Web/Portal For Developers and
DBAs: Degree in IT with Business Applications and Degrees with an
orientation on Relational Database Management System (Oracle, MS
SQL)ACADEMIC QUALIFICATIONS For Business Consultants (BC): Degree
in IT with a diploma in Accounting or An Accountant with good
understanding of IT Developers and DBAs 2 years experience
EXPERIENCE Business Consultants 5 years 41
41. 42
42. 43
43. 44
44. 45
45. ICT-BPO Industry in Mauritius(Source: BOI/CSO)
46. BUILDING A CAREER IN THE ICT - BPO INDUSTRYAbout 25,000
professionals will be needed by 2015 !!!
