Occupational Associate Degree in Business Process Outsourcing(OABPO)
Overview
The Business Process Outsourcing Programme is an Applied Associate Degree which is designed on workplace competencies and recognized Occupational Standards for this particular occupation. The programme was developed through the Centre of Occupational Studies (COS) in collaboration with the Heart Trust/NTA. The programme design allows persons who in particular have prior learning, training and or certification at least Level Two of the National Vocational Qualification of Jamaica (NVQJ) in the area of study. This Occupational Associate Degree offers students workplace competencies while they are learning the discipline. The programme design combines related underpinning academic competencies with the practical occupational competencies. The programme allows for a “work-ready: and “employable” graduate who can contribute to or create value in the areas of employment.
Entry Requirements
To matriculate to the programme applicants must fulfil the following:
1. Heart Trust/ NTA Level 2 certification in Customer Engagement/Call Centre Operations
OR
2. Pass at least five (5) CSEC/ GCE O’ level subjects including English Language with grade I, II, or III/A, B or C. Grade III pass must be after June 1998.
Alternative entry requirements
1. Mature Student Entry. Applicants falling in this category must be over twenty-five (25) years, with a minimum of two (2) years experience in a specialized area of the industry. Each applicant must submit an academic portfolio for individual assessment.
Applicants MUST sit the COS recommended entry test (ASSET Test).
Target Groups
This programme targets any of the following individuals:
• Persons with industry experience seeking certification
• Industry persons who need formal training
• Persons who want to change their career path
• High school graduates interested in careers in Business Process Outsourcing
Career Path
| Telemarketer | Scheduler | Quality Analysis |
| Interpreter | Product Campaign Developer | Business Process Manager |
| Business Researcher | Trainer/Coach |
Course Structure - Full Time
| Semester I | Credits | Hours | Semester II | Credits | Hours |
| Managing Customer Engagement | 3 | 45 | Applying Fund. Mathematics for BPO | 3 | 45 |
| Applying knowledge of occup. Safety & health |
3 | 45 | Applying Conversational Foreign Language | 3 | 45 |
| Demonstrating Legal & Ethical Practices | 3 | 45 | Using Multiple Appls & Info. Systems | 1 | 45 |
| Applied Mathematics | 3 | 45 | Conducting a Telemarketing Campaign | 3 | 45 |
| Demonstrating Internet Usage | 1 | 45 | Managing Customer Account Process | 3 | 45 |
| Applied Eng-Fund. of Speech Patterns1 | 1 | 45 | Applying Critical Thinking Techniques | 3 | 45 |
| Applied Eng-Fund. of Speech Patterns2 | 1 | 45 | |||
| Internship (Work Attachment) | 2 | 240 | |||
| Semester III | Semester IV | ||||
| Prep. & Presenting Reports for Mgt | 3 | 45 | Applying Oral Communication Skills | 3 | 45 |
| Planning and Managing Meetings | 3 | 45 | Identifying & Applying Risk Mgt Process | 3 | 45 |
| Providing ICT Support | 1 | 45 | Managing the Customer Service Process Flow | 3 | 45 |
| Managing Sales Solns to Customers | 3 | 45 | Demonstrating Mkting Strats& tactics | 3 | 45 |
| Applying Mgt Principles | 3 | 45 | Major Capstone Project | 2 | 90 |
| Training and Developing Staff | 3 | 45 | Externship(Work Attachment) | 2 | 240 |
| Applying Comm. Skills | 3 | 45 | Acquiring Prof & Industry Cert. | 3 | 45 |
Course Structure - Part Time
| Semester I | Credits | Hours | Semester II | Credits | Hours |
| Managing Customer Engagement | 3 | 45 | Applying Fund. Mathematics for BPO | 3 | 45 |
| Applying knowledge of occup. Safety & health |
3 | 45 | Applying Conversational Foreign Language | 3 | 45 |
| Applied Mathematics | 3 | 45 | Using Multiple Appls & Info. Systems | 1 | 45 |
| Demonstrating Internet Usage | 3 | 45 | Conducting a Telemarketing Campaign | 3 | 45 |
| Applied Eng-Fund. of Speech Patterns1 | |||||
| Summer I | Semester III | ||||
| Demonstrating Legal & Ethical Practices | 1 | 45 | Prep. & Presenting Reports for Mgt | 3 | 45 |
| Applying Critical Thinking Techniques | 1 | 45 | Planning and Managing Meetings | 3 | 45 |
| Applied Eng-Fund. of Speech Patterns 2 | 1 | 45 | Providing ICT Support | 1 | 45 |
| Managing Customer Account Process | 3 | 45 | Managing Sales solns to Customers |
3 |
45 |
| Internship (Work Attachment) | 2 | 240 | Appllying Comm Skills | 3 | 45 |
| Semester IV | Summer II | ||||
| Applying Oral Communication Skills | 3 | 45 | Applying Mgt Principles | 3 | 45 |
| Identifying & Applying Risk Mgt Process | 3 | 45 | Training and Developing Staff | 3 | 45 |
| Managing the Customer Service Process Flow | 3 | 45 | Major Capstone Project | 3 | 45 |
| Demonstrating Mkting Strats& tactics | 3 | 45 | Externship(Work Attachment) | 3 | 45 |
| Acquiring Prof & Industry Cert. | 3 | 45 |