BPO Manager Level Certifications

The BCI Manager-level Certifications prescribe the most accurate professional qualification benchmarks for middle-managerial talents in Business Process Outsourcing (BPO) Service Provider Industry globally. The last amended 2006 Charter of BPO Professional Certification Council (BPCC) approved the BCI Human Competence Master Standards (HCMS21 Release 2.5) and attendant certifications for six different levels of professionals and three of these relate to managers and leaders typically present in BPO Service Provider Organizations internationally - Business Leaders, Functional Leaders and Functional Managers.

The BPCC Charter accords the designation “Manager” to individuals after they qualify the norms laid down in the latest HCMS21 Release 3.1 Standards. The Manager-level BCI Certifications are approved for being awarded to individuals who have been working at least as Assistant/Associate/Junior/Deputy Managers or at comparable positions in BPO Service Provider Organizations and who qualify the assessment criteria of Human Competence Examination Board.

The domain-independent BCI Manager-level Certifications are available for professionals of four different functions – BPO Operations/ Service Delivery; People Management; Training Management; and Quality Management. These Certifications are CBOM® (Certified BPO Operations Manager), CBPM® (Certified BPO People Manager), CBTM® (Certified BPO Training Manager), and CBQM® (Certified BPO Quality Manager).

The Matrix to Preview BCI Manager-level Professional Certification Programs

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S.#	Certification	Functional Focus	Candidacy Requirements	Certification/ Designation Validity/ Life	Certification Training Requirements	Pre- Certification Assessments
1.	CBOM® (Certified BPO Operations Manager)	Operations Management/ Service Delivery Management	A Bachelor’s Degree in any discipline and an industry experience of minimum seven years at least three years of which in a supervisory position in a BPO Organization. OR a Bachelor’s Degree with a Specialist Team Leader (CBTS®) certification from BCI and a post-CBTS® experience of at least two years or more as a Team leader/ supervisor in the BPO/ Contact Center industry.	Seven years from the date of award of the BCI Certificate.	Mandatory: a minimum of 16-24 hrs of Instructor-led CBOM® MasterClass spread over two-three days. BCI-authorized Certification Training Providers (CTPs) conduct MasterClass in major locations worldwide. Alternatively, prepare through online learning program offered by BCI authorized Online Certification Training Providers (CTPs).	INCLUDES: • Online BCI Certification Examination on BPO Operations Management Skills. These examinations and assessments are conducted at authorized BCI Assessment Centers (BACs) located in major cities across the world. • Managerial Skills Test.
2.	CBPM® (Certified BPO People Manager)	People Management; HRM; Organization Development	A Bachelor’s Degree in any discipline and a total experience of minimum seven years in HR of which at least three years are in the HR/ Recruitment/ People Development function; OR a Master’s in HRM/ HRD/ Psychology/ Business with major in HRM or internationally accepted certifications like PHR/GPHR with at least five years or more of work experience of which, minimum one year should be in the People function of a BPO/ Contact Center.	Seven years from the date of award of the BCI Certificate.	Mandatory: a minimum of 16-24 hrs of Instructor-led CBPM® MasterClass spread over two-three days. BCI-authorized Certification Training Providers (CTPs) conduct such MasterClass in major locations worldwide. Alternatively, prepare through online learning program offered by BCI authorized Online Certification Training Providers (CTPs).	INCLUDES: • Online BCI Certification Examination on BPO People Management Skills. These examinations and assessments are conducted at authorized BCI Assessment Centers (BACs) located in major cities across the world. • Managerial Skills Test.
3.	CBTM® (Certified BPO Training Manager)	Training Management; People Development	An experience of minimum seven years in a BPO of which at least three years in the Training coordination/ Management function and a Bachelor’s Degree in any discipline. OR a Master’s qualification holder with at least five years or more of work experience of which, minimum one year should be in the Training management function in a BPO/ Contact Center.	Seven years from the date of award of the BCI Certificate.	Mandatory: a minimum of 16-24 hrs of Instructor-led CBTM® preparatory training spread over two-three days. BCI-authorized Certification Training Providers (CTPs)conduct such MasterClass in major locations worldwide. Alternatively, prepare through online learning program offered by BCI authorized Online Certification Training Providers (CTPs).	INCLUDES: • Online BCI Certification Examination on BPO People Development and Training Management Skills. These examinations and assessments are conducted at authorized BCI Assessment Centers (BACs) located in major cities across the world. • Managerial Ability Test.
4.	CBQM®(Certified BPO Quality Manager)	Quality Management in BPO Service Provider Industry	A Bachelor’s Degree in any discipline (preferably in Mathematics or Statistics) and an industry experience of minimum seven years in the Quality function, of which at least one year is in BPO Quality Management. OR a Bachelor’s Degree with an industry-accepted certification (such as Six Sigma) and at least five years or more of work experiencein Quality, of which, minimum one year is in BPO Quality Management.	Seven years from the date of award of the BCI Certificate.	Mandatory: a minimum of 16-24 hrs of Instructor-led CBQM® preparatory training spread over two-three days. BCI-authorized Certification Training Providers (CTPs) conduct such MasterClass in major locations worldwide. Alternatively, prepare through online learning program offered by BCI authorized Online Certification Training Providers (CTPs).	INCLUDES: • Online BCI Certification Examination on BPO People Development and Training Management Skills. These examinations and assessments are conducted at authorized BCI Assessment Centers (BACs) located in major cities across the world. • Managerial Ability Test.