At Boomerang BPO, we believe in making meaningful people connections – not just with our customers, but with the incredible talent entering the job market.

This week, we sat down with our Senior Recruiter, Keith Dampies, after he was part of the team representing Boomerang at CapeBPO‘s A Day of 1000 Opportunities – an inspiring event connecting young South Africans with career possibilities in the BPO industry.

Q: What was your impression of the event?

“It was energising. Events like this matter in a country like ours, where so many people are looking for their first break. It’s not just about recruitment, it’s about seeing potential, listening deeply and helping people believe in themselves. I found myself being able to encourage the attendees to look at the recruitment process differently, which led to really good conversations.”

Q: What questions did you hear most from the jobseekers?

“The biggest worry we hear? ‘But I don’t have work experience.’ And here’s the truth: life experience counts. Maybe you’ve looked after family, hustled through tough times, helped out in your community, or figured things out on your own – that’s real. That shows resilience, heart, and problem-solving skills.”

Q: What advice would you give to young people hoping to join Boomerang BPO?

Bring your whole self. We want to see you – not just your CV. If you’ve got a Matric (NQF Level 4 equivalent ) and at least a bit of contact centre experience, that’s a great start. But what really makes you shine is your vibe: your energy, how you communicate, how you listen, and how you show up for others. We can teach you the systems, but we can’t teach heart.”

“And hey, don’t stress about interviews. Think of them as a two-way chat. Be curious, ask questions, and just be real. That kind of authenticity? It goes a long way.”

Q: Why is it important for recruiters and leaders to show up at youth-focused events like this?

“Because showing up matters. When you come from a background where opportunities feel out of reach, seeing someone who listens, encourages, and believes in your potential, that moment can change everything. That’s what human-centred recruitment is all about. And it’s what we strive for at Boomerang.”

We’re proud to have leaders like Keith representing our team and connecting with the next generation of talent. To the young people we met – we see you, we believe in you and we’re rooting for your growth.

Interested in starting your career with Boomerang? Visit our Careers page for openings, and don’t hesitate to reach out. Your journey starts with one meaningful conversation.

The disconcerting reality is that while half of South Africa’s population is under the age of 30, a mere 40 percent of people between the ages of 15 and 25 are employed. This was exacerbated by the Covid-19 pandemic, which had a disproportionate effect on young people and employment. While the country realigns after that pandemic, there is another, more chronic and significant contributor to youth unemployment, and that is the mismatch between school-leavers skills and those required by employers.

While literacy and numeracy remain problematic in the SA education system, it is the decline in soft skills, problem-solving, networking and leadership that remain concerning. If addressed could improve job prospects. Addressing this misalignment between acquired skills and employer needs is crucial for improving job prospects.

Through conversations with young South Africans who recently secured employment at a BPO contact centre, it became evident that initiatives like the Boomerang Learnership programme are instrumental in bridging the gap between education and employment. Despite the obstacles, their stories reflect resilience and determination to enter the workforce.

Gabieba Rykliff, 22, discovered the Boomerang offices after she visited the local home affairs office next door. The fortunate coincidence resulted in her registering with the BPO’s Learnership programme and securing permanent employment as a Bae (agent) in Boomerang customer service.

Asked about the mismatch that can occur between school-leaving skills and those required by employers, she says: “That’s so true, I noticed this in the interviews I attended. Also, there was a steep learning curve for me in getting comfortable over the phone. It was fortunate that I had the benefit of the Boomerang Learnership to prepare me.”

Gabieba reflected on the current state of youth unemployment in Cape Town, saying that in her view many young people are unwilling to start at the bottom and work their way up, that they want the high salary on day one. This could possibly be another unfortunate consequence of too much social media, in that young people see the results and influencer hype but not the work put into achieving those results.

Mbhali Singile is 22-years-old and has just begun working at Boomerang, this “being her first job ever,” she says with enthusiasm. She continues: “It was very difficult looking for a job, it took months and I found the experience draining what with the lack of responses. I also found that getting past the ‘you need experience’ hurdle was difficult, which is why the Learnership at Boomerang was so useful. It lowered the bar to getting that essential experience and prepared the way for a job in the contact centre.”

Mikaiel Jacobs is another young person who found his way into permanent employ by joining the Boomerang Learnership programme.

He too found entry into the working world challenging, having started out in retail, which seemed to him the only available option. Mikaiel says: “It’s hard to pursue a vocation straight out of school with the opportunities in South Africa.”

He too made use of the Learnership to get a foot in the door as it were, and is now employed in customer service. Mikaiel’s advice to other young people just getting started is: “Stay motivated, keep applying and don’t get overly worried about whether you get a reply or not. Just get one door open and another will open for you.”

He echoes the comments of others in saying: “There is definitely a gap between what is learned in schools and what is asked for in jobs.” That is especially so in the contact centre environment, where soft skills are paramount to good performance.

In conclusion, addressing youth unemployment in South Africa requires a multifaceted approach that focuses on enhancing both technical and soft skills among young people. Initiatives like apprenticeships and learnership programmes can provide valuable experience and better prepare individuals for the demands of the job market.

Additionally, there needs to be a shift in mindset among young people regarding entry-level positions and the importance of gaining experience to advance in their careers. By aligning skills with employer needs and fostering a culture of continuous learning and adaptation, the youth of South Africa can unlock greater opportunities for meaningful employment.

To apply to become a Bae at Boomerang see vacancies and apply here: https://boomerangbpo.com/about-us/

And for other resources to learn about BPO and how it is supporting youth unemployment in South Africa, visit:

BPESA

CapeBPO

Harambee Youth Employment Accelerator

City of Cape Town

Writer: Bob Jean-Jacques