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Experience

Case Studies Based on Practical Experience

Management Team Build for a New BPO Delivery Centre in Bangladesh

Client Background

The client is a BPO delivery centre establishing new operations in Bangladesh, a launch-stage engagement where the management team being built would define the operation’s service standards from day one.

The Challenge

The new delivery centre needed five management-level roles filled simultaneously, spanning operations, quality, training, and workforce management functions. This was materially more complex than a standard search: standing up a brand-new delivery centre means there is no existing team or operational rhythm to slot new hires into, the five hires themselves needed to become that team, aligned on process, quality standards, and workforce planning from the very first day of operations. 

Timeline pressure compounded the difficulty. A delivery centre can’t generate revenue or meet client commitments until its management structure is in place, so delays in filling these five roles directly delayed the centre’s ability to launch.

Our Approach

Formix ran the engagement as a coordinated team build, sourcing all five roles in parallel from our BPO talent network rather than filling them sequentially. We worked with the client to define a consistent operational and quality standard across the roles, since a delivery centre’s service consistency starts with its management team sharing the same standard from launch. 

We prioritised speed given the launch timeline pressure, without compromising the technical and functional screening each role required. 

The Result

Formix delivered verified shortlists for all five roles within ten business days. The client was able to launch its new Bangladesh delivery centre with a complete, aligned management team in place from day one, avoiding the gaps and inconsistency that come from filling critical launch-stage roles one at a time.

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