Transformation of the SSC/BPO Market and Dynamic Growth of the Industry in Poland - Increasing Demand for Specialist and Managerial Roles
Table of contents
Recently, the SSC/BPO market in Poland has undergone significant transformations. The increased demand for highly qualified candidates is one of the key factors driving salary growth.
Steady Salary Growth
An analysis of Antal's salary reports from 2020 to 2024 shows a consistent increase in salaries in the SSC/BPO sector. The most significant difference was noted between 2021 and 2022 when salaries saw a significant rise. After this period, the rate of salary growth stabilized.
Source: Salary Report Antal 2024
In recent years, there has been a marked decline in volume projects—large, repetitive recruitment processes that were once the driving force of the Polish SSC/BPO market. However, there has been an increase in demand for specialist roles in finance and payroll, as well as higher management roles, indicating a natural rotation of key roles as the industry develops, comments Aneta Jarzębska, Regional Manager Antal SSC/BPO.
Kraków - The Hub of SSC Specialists
Kraków is the undisputed leader in terms of employing SSC/BPO experts compared to other cities in Poland. Approximately 23% of all employees in this sector work here. Salaries are equally high, with junior-level salaries starting at PLN 7,000 and exceeding PLN 10,000 gross for experienced specialists. There is particularly high demand for qualified candidates in the area of Customer Service with German language skills.
Finding the right potential employees poses a significant challenge for companies. They are constantly seeking new methods and ways to reach and attract candidates to their offer. For now, the demand for such specialists is likely to remain at the same level or even slightly increase. As a result, potential candidates will raise their expectations, and companies will compete in terms of both salary and non-salary benefits, adds Anna Szwangruber, Senior Consultant Antal SSC/BPO.
Cost Optimization - The Growing Importance of Recruitment Agencies and HR Consulting
Companies are seeking more cost-effective and efficient solutions by delegating recruitment responsibilities to external partners. In the past, Poland was one of the main beneficiaries of cost optimization, attracting numerous business processes thanks to favorable financial conditions. Today, it has lost its cost competitiveness, becoming a relatively expensive place for business services. As a result, companies are increasingly choosing to relocate their operations to cheaper locations such as Asia or Africa.
The full saturation of the market means that companies no longer need to recruit intensively, which may lead to the discontinuation of internal talent acquisition teams that were previously built as part of the dynamic development of SSC/BPO. The costs of maintaining these teams and their effectiveness are no longer economically justified, hence the growing role of recruitment agencies and HR consulting, explains Aneta Jarzębska, Regional Manager Antal SSC/BPO.
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About the Antal Salary Report
The "Antal Salary Report" for 2024 was prepared based on an analysis of the salaries of 4,952 specialists and managers participating in Antal's recruitment processes during the second half of 2023 and the first half of 2024. These data were verified and supplemented with information from recruitment processes conducted by Antal consultants in 2023, as well as telephone interviews with employers and candidates.
Download the report: Antal Salary Report 2024
About Antal
Antal is a leading company in the CEE region, providing solutions in permanent recruitment, HR consulting, and outsourcing. The foundation of our success lies in the high quality of services offered and the people whose knowledge is the capital gathered during the company's 26 years of operation. We create methods and tools that exceed customer expectations and market standards, while also being a leader in sustainable transformation (ESG) in the industry. Antal's support is very broad—from the implementation of comprehensive permanent recruitment processes, through outsourcing services, including RPO and contracting, to Employer Branding activities, HR Consulting, and comprehensive market research and analysis services.
