Rwanda BPO Jobs Report – BPO

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    1Basic & Organisation Details

    Name



    2Privacy & Consent

    Confidentiality statement...The information provided in this survey will be treated with the strictest confidentiality. All data collected will be used solely for research and analysis purposes. The final report will present aggregated results only and will not identify any individual organisation or reveal any organisation’s specific responses or contributions in any way.

    Access to the submitted data will be restricted to Genesis Global Business Services (GBS), the appointed independent research partner, the Rwanda Development Board (RDB), and the Rwanda Global Business Services Growth Initiative (GI) for the purposes of analysis and reporting related to this study.

    What was your closing headcount (FTE) at the end of the previous quarter?


    *Servicing: International – Staff in Rwanda servicing clients from offshore and nearshore markets.

    *Servicing: Domestic – Staff in Rwanda servicing local clients.


    Important: Employees must be counted once only and not double counted.

    Definitions

    • Software Development

    • Application Management

    • Cloud Computing Services

    • IT Helpdesk & Support

    • Cybersecurity Services

    • Infrastructure Management

    • Data Management & Analytics

    • DevOps & IT Automation

    • Testing & Quality Assurance

    • IT Consulting

    • AI Engineering

    International

    Previous-Quarter Closing Headcount

    Service

    Female

    Male

    Youth F

    Youth M

    PWD F

    PWD M

    Refugee F

    Refugee M

    Software Development

    Application Management

    Cloud Computing

    IT Helpdesk & Support

    Cybersecurity Services

    Infrastructure Management

    Data Management & Analytics

    DevOps & IT Automation

    Testing & Quality Assurance

    IT Consulting

    AI Engineering

    Engineering Services

    Engineering Design

    Data Engineers

    Project Manager

    Office / General Management

    Domestic

    Previous-Quarter Closing Headcount

    Service

    Total Female

    Total Male

    Youth Female

    Youth Male

    PWD Female

    PWD Male

    Refugee Female

    Refugee Male

    Software Development

    Application Management

    Cloud Computing Services

    IT Helpdesk & Support

    Cybersecurity Services

    Infrastructure Management

    Data Management & Analytics

    DevOps & IT Automation

    Testing & Quality Assurance

    IT Consulting

    AI Engineering

    Engineering Services

    Engineering Design

    Data Engineers

    Project Manager

    Office / General Management

    Other

    4Q1 Markets

    New Temporary Jobs Created*

    Temporary short-term Jobs (3–6 months)

    Exits/Lost Jobs*

    Employees who have left the organisation or positions that were eliminated during the reporting period.

    Software Development

    Designing, building, and maintaining software applications and systems.

    Application Management

    Supporting, maintaining, and updating business applications.

    Cloud Computing Services

    Managing and delivering computing resources through cloud platforms.

    IT Helpdesk & Support

    Providing technical assistance to users for system issues.

    Cybersecurity Services

    Protecting systems, networks, and data from cyber threats.

    Infrastructure Management

    Managing IT infrastructure such as servers, networks and data centres.

    Data Management & Analytics

    Collecting and analysing data to generate insights.

    DevOps & IT Automation

    Automating software development and operations processes.

    Testing & Quality Assurance

    Ensuring systems function correctly through testing.

    IT Consulting

    Advising organisations on technology strategy.

    AI Engineering

    Developing artificial intelligence and machine learning systems.

    4
    Industries & Source Markets (Q1 & Q2)

    Which industries/sectors are served by your current employee headcount?

    International

    Breakdown of jobs by industries that they service.

    Automotive

    Banking & Financial Services

    Education

    Healthcare & Medical

    Hospitality

    Insurance

    Logistics & Supply Chain

    Manufacturing

    Media & Publishing

    Public Administration / Government

    Retail

    Technology (IT)

    Telecoms

    Travel and Transport (Airlines)

    Utilities & Energy

    Other

    Domestic

    Breakdown of jobs by industries that they service.

    Automotive

    Banking & Financial Services

    Education

    Healthcare & Medical

    Hospitality

    Insurance

    Logistics & Supply Chain

    Manufacturing

    Media & Publishing

    Public Administration / Government

    Retail

    Technology (IT)

    Telecoms

    Travel and Transport (Airlines)

    Utilities & Energy

    Other Industry or Sector

    Please indicate the source markets served by the new jobs in Q2 (April to June 2026)


    Breakdown of the new jobs by the industries that they service (Add number of jobs below)

    Asia-Pacific (APAC)

    European Union (EU)

    Germany (DE)

    Middle East & Africa (MEA)

    United Kingdom (UK)

    United States (US)

    Canada (CA)

    Other Source Market

    5Training & Skills

    How many new ITO jobs were created in your centre(s) in Q2 (April to June 2026)?


    Important: Employees must be counted once only and allocated to either the International or Domestic market based on primary (>50%) time or commercial exposure. Staff should not be split or double counted.

    Definitions:


    The information from this section will be collected bi‑annually.

    How many employees have received training in these areas during the last two quarters?

    International

    Service

    Female

    Male

    Youth F

    Youth M

    PWD F

    PWD M

    Refugee F

    Refugee M

    Temporary

    Exits

    Software Development

    Application Management

    Cloud Computing

    Cybersecurity

    Data Analytics

    DevOps

    AI / Machine Learning

    Other

    Domestic

    Service

    Female

    Male

    Temporary

    Exits

    Software Development

    Application Management

    Cloud Computing

    Other

    6
    Job Creation Projection (Next Quarter)

    Jobs Creation projection for next quarter

    International Job Creation Projections for Next Quarter

    Service

    New Jobs Projected for Next Quarter

    Software Development

    Application Management

    Cloud Computing Services

    IT Helpdesk & Support

    Cybersecurity Services

    Infrastructure Management

    Data Management & Analytics

    DevOps & IT Automation

    Testing & Quality Assurance

    IT Consulting

    AI Engineering

    Engineering Services

    Engineering Design

    Data Engineers

    Project Manager

    Office / General Management

    Domestic Job Creation Projections for Next Quarter

    Service

    New Jobs Projected for Next Quarter

    Software Development

    Application Management

    Cloud Computing Services

    IT Helpdesk & Support

    Cybersecurity Services

    Infrastructure Management

    Data Management & Analytics

    DevOps & IT Automation

    Testing & Quality Assurance

    IT Consulting

    AI Engineering

    Engineering Services

    Engineering Design

    Data Engineers

    Project Manager

    Office / General Management

    Other International

    Other Domestic

    6
    Industries & Source Markets (Q2)

    Which industries/sectors were served by the new jobs created in Q2 (April to June 2026)?

    International

    Breakdown of the new jobs by the industries that they service.

    Automotive

    Banking & Financial Services

    Education

    Healthcare & Medical

    Hospitality

    Insurance

    Logistics & Supply Chain

    Manufacturing

    Media & Publishing

    Public Administration / Government

    Retail

    Technology (IT)

    Telecoms

    Travel and Transport (Airlines)

    Utilities & Energy

    Domestic

    Breakdown of the new jobs by the industries that they service.

    Automotive

    Banking & Financial Services

    Education

    Healthcare & Medical

    Hospitality

    Insurance

    Logistics & Supply Chain

    Manufacturing

    Media & Publishing

    Public Administration / Government

    Retail

    Technology (IT)

    Telecoms

    Travel and Transport (Airlines)

    Utilities & Energy

    Other Industry or Sector

    Please indicate the source markets served by the new jobs in Q2 (April to June 2026)


    Breakdown of the new jobs by the industries that they service (Add number of jobs below)

    Asia-Pacific (APAC)

    European Union (EU)

    Germany (DE)

    Middle East & Africa (MEA)

    United Kingdom (UK)

    United States (US)

    Canada (CA)

    Other Source Market

    7
    Training Detail & Submit


    The information from this section/page will be required/collected bi-annually – please proceed to submit at the bottom.

    How many employees have received training in these areas during the last two quarters (January to March 2026 & April – June 2026)?

    International

    Training and Skills Development for all Staff (Actual Employees #)

    Software Development Training

    Application Support Training

    Database Management & SQL Training

    Cloud Computing Training (AWS, Azure, GCP)

    Cybersecurity Training (SOC, IAM, Threat Monitoring)

    Networking & Infrastructure Training

    Systems Administration Training (Linux/Unix/Windows Server)

    DevOps & Automation Training (CI/CD, Docker, Kubernetes)

    QA & Software Testing Training (Manual & Automated)

    Data Analytics / Business Intelligence Training

    Data Engineering Training

    Machine Learning / AI Skills Training

    Digital & API Integration Training

    RPA & Intelligent Automation Training

    ERP Systems Training (SAP, Oracle, etc.)

    IT Service Management Training (ITIL, ITSM)

    Technical Onboarding / Induction Training

    Leadership Coaching / Technical Team Lead Training

    Project Management Training (Agile, Scrum, PMP)

    Security & Compliance Training (GDPR, POPIA, ISO27001)

    Re-skilling / Upskilling in Emerging Technologies

    Technical Writing & Documentation Standards Training

    Help Desk / IT Support Training (Tier 1–3)

    NOC/SOC Operations Training

    UI/UX Design Training

    Workplace Readiness Training for Tech Roles

    Domestic

    Training and Skills Development for all Staff (Actual Employees #)

    Software Development Training

    Application Support Training

    Database Management & SQL Training

    Cloud Computing Training (AWS, Azure, GCP)

    Cybersecurity Training

    Networking & Infrastructure Training

    Systems Administration Training

    DevOps & Automation Training

    QA & Testing Training

    Data Analytics Training

    Other - Certifications and Skills Programmes

    Skills Gaps and Requirements

    Forward-Looking 6–12 Month Skills Forecast