Changing Lives One Job at a Time

South Africa has reached a 12-year high unemployment rate of 32.6%, consisting of over 59.5% youth. Poor economic conditions has resulted in lower demand for jobs and thus opportunities for new entrants into the labour market is vastly diminished. Recent government and private sector initiatives aim to increase economic activity by expanding infrastructure projects, increasing new investments in manufacturing, and supporting small businesses.

However, research shows that even if economic conditions were to improve and new opportunities created in the market, systemic issues create barriers - such as access, especially for young people from poor households. The first problem for youth is that they do not have the right skills and social networks to participate equally. Secondly, the cost of looking for work, primarily transport related expenses, adds another barrier for youth employment. Underlying these cost factors is that many young people do not know how to search jobs, what type of jobs to look for, and lack the soft skills needed to be effective in a professional work environment.

The Jobs Fund has been at the forefront of supporting initiatives that provide a link for marginalised youth to access new economic opportunities. This support is about finding the most innovative approach to help young people find employment and be economically active. In 2019, the Fund approved grant funding for the CCI Group to establish a CareerBox Workforce Development Centre in Umlazi at the Umlazi Mega City complex. CCI is a leading BPO/Contact Centre in South Africa, serving both the local South African and international markets across various industries. The partnership aims to recruit local youth and place them into call centres within the CCI Group and its partners.

Various studies have shown that programmes that offer career matching have the most significant impact on employment success. This is because the training is demand led i.e. its skills that employers need and because young people are offered real work experience. The sector continues to be flexible in opening opportunities for candidates who have limited skills or have never worked before. The stories of Moneece and Nomkhosi highlight the impact made by CCI in this space.

When Moneece Crouch (20) was looking for a job, she was worried that her lack of previous work experience would disadvantage her. However, when she started her recruitment journey with CareerBox, she completed the work readiness training programme, which allowed her to find confidence in herself and her career path.

Most young people give up on their search for employment and become overwhelmed with multiple requirements they cannot meet. Crouch is grateful that she did not have to be concerned about transport. During training, candidates receive a stipend to cover their basic necessities whilst being supported by a team of mentors to find their strengths and settle into a suitable role for themselves. CareerBox ensures that the most marginalised youth can be recruited, upskilled and supported to be employable and successful in any job role in the ICT sector.

Nomkhosi Maphumulo (25) also shared a similar employment journey when she was accepted into the CareerBox training programme and joined CCI SA. When she started, she had no work experience, training or qualification to expand her job searches. Having a family to take care of compounds the types of pressures faced by young people.

“I am quite pleased with their decision to open a branch in the township of Umlazi, where most youth come from struggling families, and the unemployment rate is quite high,” she conveys.

The programme gave her a learning experience beyond the products and campaigns she would be working on, and she learned about herself and her professional aspirations. The soft skills that come with the intervention are helpful because they allow for further personal development in practical communication, teamwork, and problem-solving. These skills are necessary when starting a career in the BPO industry. The project has demonstrated how public-private sector investments can unlcock new approaches to entry level employment in the BPO sector.