(2)BPO roles in the industry

Entry-Level Roles

• Customer Service Representative (CSR)

- answers calls and assists customers.

Entry-Level Roles

• Technical Support Representative (TSR)

- helps with technical issues (internet, software devices).

Entry-Level Roles

• Sales Representative

- outbound or inbound, sells products/services.

Entry-Level Roles

• Chat/Email Support

- provides non-voice support via chat or email.

Entry-Level Roles

• Data Entry Specialist -

- encodes and updates data.

Specialized Roles

• Subject Matter Expert (SME)

• expert in product/process, supports agents.

Specialized Roles

• Quality Analyst (QA)

- monitors calls/chats for quality assurance.

Specialized Roles

• Workforce Analyst (WFM)

• creates schedules and forecasts staffing needs.

Specialized Roles

• Trainer

conducts training for new agents.

Specialized Roles

• Recruiter / HR Specialist

handles hiring and employee needs.

Supervisory & Management Roles

• Team Leader (TL)

- manages a small group of agents.

Supervisory & Management Roles

• Operations Supervisor / Manager

- oversees multiple teams.

Supervisory & Management Roles

• Account Manager

- coordinates with clients regarding performance.

Supervisory & Management Roles

• Program Manager

overall in charge of a program/account.

Support & Back Office Roles

• Finance & Payroll Specialist

manages salaries and benefits.

Support & Back Office Roles

• IT Support / System Administrator

- maintains systems and tools.

Support & Back Office Roles

• Reports Analyst / Business Analyst

- prepares performance reports and insights.

Most employees usually start as CSR, then move up to SME → Team Leader → Manager, depending on performance and experience.

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