The latest Global Business Services (GBS) Quarterly Job Creation Report, compiled and released by the sector's national representative body, Business Process Enabling South Africa (BPESA), shows significant employment growth in the sector. The report covered the third quarter of the 2024 financial year, i.e. October to December last year, and recorded a net creation of 6,290 jobs in the international category. The provision of business services to international customers generated $101-million, or approximately R1.8-billion, in export revenues.
Over the past year as a whole, the South African GBS sector created 20,518 jobs. Export revenues generated a total of $328 million, or some R6-billion. BPESA reports that the sector has grown 200% in just five years and is now one of the world's leading offshore business service providers.
“The continued growth and job creation is a testament to our industry’s commitment to building careers for South Africans, especially our youth and those from marginalized communities,” the BPESA CEO highlighted. Reshni Singh. “We are encouraged by the ongoing discussions with the (Department of Trade, Industry and Competition) regarding a revised stimulus package for the industry and are confident that with the right level of support the sector will drive further economic recovery, demonstrating South Africa’s unique talent in serving international customers.”
Of the new jobs created in the third quarter, 42.8% went to people from marginalized communities. This was a result of the sector's focus on “impact sourcing”, i.e. active recruitment of people from such communities. Additionally, 92% of these jobs went to people aged 18 to 34.
Of the new jobs, 48% were to support customers in the UK (the largest single market for the South African GBS sector) and 32% were to support customers in the US. In terms of job functions, 71% of the new positions were in “frontline” positions, that is, voice-based call center jobs. The main sectors served by the new hires are utilities and energy (30.54%), retail and e-commerce (18.3%) and telecommunications (13.73%).
In addition to creating new jobs, the sector was also focused on training and upskilling its existing workforce. During the period October to December last year, 26,876 workers from this sector were given training.