About the Author
Matthew Hubacher is Research Director at Invest Buffalo Niagara. (InBN)
InBN is the region’s nonprofit, privately funded economic development organization focused on business attraction.
Over the past few months, Invest Buffalo Niagara undertook an extensive study of the advanced business services industry in our region. The research team interviewed and polled stakeholders and compiled qualitative and quantitative data on specific industry, subsectors, companies, occupations, education programs and training opportunities.
Out of the study, we identified three subsectors under the advanced business services umbrella in which Buffalo Niagara has strategic assets and strengths. These specific subsectors – Technology Design & Development, Insurance Services, and Back Office/Call Center Operations – are projected to grow in our region and are targets for Invest Buffalo Niagara’s business attraction efforts.
Below is an overview of each subsector, as well as a sampling of top job titles within the subsector and the corresponding median hourly wage rate and education/training requirements associated with a specific occupation. For clarity “Entry Level Education” represents the education level most often needed to enter an occupation and “Typical On-the-Job Training” represents training most often needed to attain competency in the occupation.
Technology design and development
The technology design and development sector is growing in Western New York and employees within the subsector enjoy higher than average paying jobs. Employees within this subsector write, test and support software development and plan and design computer systems that integrate both hardware and software applications.
Last year, InBN attracted RED-INC’s expansion to Buffalo Niagara, now with an office in Larkin Center of Commerce. RED-INC provides research, engineering, and design services to its clients, many of whom are within the aerospace and defense industry. The company has invested over $1 million and will create over 50 jobs in the region. Much of the reason the company chose Buffalo was the access to top-tier engineering and software talent from Western New York’s 21 colleges and universities.
Title |
Entry Level Education |
Median Earnings |
Typical On-The-Job Training |
Software Developer (Applications) |
Bachelor’s Degree |
$40.13/Hour |
None |
Computer User Support Specialist |
Some College, no degree |
$21.86/Hour |
None |
Computer Systems Analyst |
Bachelor’s Degree |
$35.68/Hour |
None |
Computer Programmer |
Bachelor’s Degree |
$34.25/Hour |
None |
Software Developer (Systems Software) |
Bachelor’s Degree |
$37.95/Hour |
None |
Network and Computer Systems Administrator |
Bachelor’s Degree |
$35.31/Hour |
None |
Web Developer |
Associate’s Degree |
$24.87/Hour |
None |
Insurance
Buffalo Niagara’s insurance industry benefits greatly from a strong workforce – over 8,000 incumbent workers are currently employed in the insurance industry.
Insurance companies generally operate customer contact centers where employees engage in customer service, provide policy quotes and sales, process and adjust claims and underwrite insurance policies.
In our recent blog on the industry, BlueCross BlueShield of WNY President & CEO and InBN Board of Director Dave Anderson attested to the work ethic of The City of Good Neighbors.
“In California, I would occasionally sign 5-year service awards. Here, every month I sign several 30+-year service awards. Every month. That’s really unique,” Anderson said.
Title |
Entry Level Education |
Median Earnings |
Typical On-The-Job Training |
Insurance Sales Agent |
HS Diploma or Equivalent |
$22.39/Hour |
Moderate-term |
Customer Service Representative |
HS Diploma or Equivalent |
$16.12/Hour |
Short-term |
Insurance Claims and Policy Processing Clerk |
HS Diploma or Equivalent |
$18.85/Hour |
Moderate-term |
Office Clerk |
HS Diploma or Equivalent |
$14.12/Hour |
Short-term |
General Operations Manager |
Bachelor’s Degree |
$43.55/Hour |
None |
Claims Adjusters, Examines, and Investigators |
HS Diploma or Equivalent |
$29.49/Hour |
Long-term |
Insurance Underwriters |
Bachelor’s Degree |
$40.12/Hour |
Moderate-term |
Back office and call center operations
Buffalo Niagara is already a major hub for back-office jobs and our study suggests further growth is possible. Buffalo Niagara currently has over 50 companies with more than 16,000 employees in customer contact centers and back office operations.
“We are thrilled to be expanding into Western New York because of the availability of strong qualified talent and an unrivaled work ethic,” said OneTouch Direct Vice President Dave Masi at the time of the company’s $7.7 million expansion creating 271 jobs.
Title |
Entry Level Education |
Median Earnings |
Typical On-The-Job Training |
Customer Service Representative |
HS Diploma or Equivalent |
$16.12/Hour |
Short-term |
Bill and Account Collectors |
HS Diploma or Equivalent |
$14.41/Hour |
Moderate-term |
Telemarketers |
No Formal Education Credential |
$11.51/Hour |
Short-term |
Sales Representatives |
HS Diploma or Equivalent |
$22.23/Hour |
Moderate-term |
Supervisors of Office and Administrative Support Workers |
HS Diploma or Equivalent |
$25.85/Hour |
None |
Training and Development Specialist |
Bachelor’s Degree |
$26.26/Hour |
None |
Bookkeeping, Accounting, and Auditing Clerks |
Some College, no degree |
$17.99/Hour |
Moderate-term |
Over the past few months, Invest Buffalo Niagara undertook an extensive study of the advanced business services industry in our region. The research team interviewed and polled stakeholders and compiled qualitative and quantitative data on specific industry, subsectors, companies, occupations, education programs and training opportunities.
