Certified BPO People Manager

CBPM® Certification is for Human Resource professionals who wish to grow in their careers and handle more challenging roles in the People Management function of BPO organizations. CBPM® assessments stress on evaluating applicants’ knowledge in 5 role-critical areas to accurately understand their overall readiness to handle planning, coordination and tasking responsibilities in the People Function in large BPO organizations.

A typical CBPM® Certified professional exhibits clear understanding of diverse and complex aspects of People Management in BPO service provider organizations. More specifically, a CBPM® certified professional is:

Aptly Qualified & Educated: A CBPM® certified at least, holds a Bachelor’s degree. Many of them may also hold Master’s qualification in HRM/ HRD/ Psychology etc.
Aptly Experienced: A CBPM® certified professional possesses relevant & focused experiences of establishing and managing People Management frameworks, systems and processes in BPO service provider organizations.
Aptly Aware & Exposed: CBPM® is awarded after comprehensively evaluating a registrant's knowledge, awareness and exposure to contemporary concepts, tasks, techniques and processes of People Management in BPO organizations.
Aptly Skilled & Competent: The CBPM® certified exhibit high-level of decision-making skills and competence for handling tasks and activities related to all important dimensions of People Management in BPO organizations. These include Recruitment, Talent Development & Management; Compensation & Performance Management etc.

"Though I was always a BPO Human Resource Management professional with better-than-peer abilities, I still felt I needed a very special BPO-focused qualification in HR and people Management if I wanted to break the glass ceiling and accelerate my growth. The CBPM® program fit in my scheme of things perfectly as there's nothing as rigorous and as global in BPO HRM as this qualification from BCI. Today, I am viewed with a greater respect by my peers and superiors and I am able to deploy global best-practices more easily at my workplace. "

Saqiba Zehra, CBPM®
Genpact, Vishakhapatnam

Candidacy Requirements for CBPM®

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Training Requirements

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Assessment Areas

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Test Code	Test Area	Test Sweep
BC-411	BPO Industry & Work Environment	Dynamics & Structure of BPO Industry; Regulatory Environment Issues and Challenges; Understanding Performance Metrics in BPO Operations; Work Force Optimization issues; Quality Standards & Issues in BPO; Basics of BPO Technology Infrastructure
BC-412	Talent Induction & Management	Workforce Planning; Developing Job Descriptions & Specifications; Employer Branding; Recruitment Process Management; Interviewing Applicants; Verification and Reference Checking; Induction Program; Handholding & Buddy Programs
BC-413	Team & People Management Dynamics	Motivating the Frontline; Best-in-class Motivating Techniques; Conflicts Management; Workgroup and Participatory Culture Development; Building Empowered Teams; Absenteeism Management; Feedback and Coaching; Mentoring; Internal Communication with Employees; Stress Management
BC-414	Talent Development & Retention	Talent Development Processes; Development Needs Assessment; Designing, Fielding and Processing Satisfaction Surveys; Outsourcing Training & Development activities; Agent/ Employee Feedback Management; ROI Considerations; Competency Analysis & Development; Training & Career Development; Best Practices in Attrition Management; Alumni Management
BC-415	Performance Management & Compensation	Performance Planning & Targeting; Performance Measurement, Analysis & Appraisal; Performance Counseling; Base Compensation; Variable Compensation; Compensation Surveys; Instilling a Performance Culture; Reward & Recognition Programs and Tsechniques
BC-MT-01	BCI BPO Managerial Ability Test	This test is designed to evaluate a registrant’s competencies, reflexes and aptitude for handling Mid-management level roles in a typical BPO service provider organization. The 2-pronged BMAT seeks to assess and rate a registrant on the aspects of Managerial Effectiveness and Interpersonal Skills. The competencies measured under BMAT fall into two groups: Task Oriented and People Oriented; the Task Oriented Competencies measured are Analytical Thinking, Global Perspective, Innovation, Learnability, Planning and Organizing, Problem Solving, Process Orientation and Strategic Thinking; the People Oriented Competencies measured are Communication, Coordination, Leadership, Negotiation Skills and Teamwork.
RR-996	Referee Reports (Supervisor Feedbacks)	The RR requires CBPM® registrants to get a detailed feedback from their supervisors in a BCI-prescribed format. In most cases, the RR request goes straight to the Supervisor, whose name has been mentioned by the registrant in the Application form.

Apply for Certified BPO People Manager (CBPM®) Program

BCI is an apex BPO industry standards and certification body. All BCI Certification Training Providers (CTP) are independent organizations who have developed their own training programs, schedules, trainers and content resources and hence, BCI neither controls nor is responsible for the quality of training, trainers or content provided/ offered by CTPs.