The Operating System for BPOs & Offshore Teams – with Nir Yamin of monday.com

In this episode of the Outsource Accelerator Podcast, Nir Yamin from monday.com shares how the platform has become a cornerstone for the modern BPO industry. 

From flexible workflows to AI-powered tools, Nir explains how monday.com helps outsourcing firms streamline operations, improve visibility, and prepare for the next era of tech-enabled outsourcing.

The role of monday.com in the BPO industry

Nir has seen monday.com grow from a promising startup into a billion-dollar global company. 

“I’ve been with the company for five and a half years,” he shared. “I joined when the company was about a hundred million dollars in revenue. Now we’re about 1.1 billion. BPO has been actually our largest industry in Asia.”

He attributes this growth to the industry’s organic embrace of the platform. 

“I would like to say it’s because of a brilliant strategy and a plan that I devised,” he says cheekily, “but that’s not true. The reality is that the customers and the industry have chosen us.”

For Nir, BPO entrepreneurs are among the most pragmatic business leaders he’s worked with. 

“They are people who have built a business, in most cases with their own ten fingers,” he noted. “They look for something that serves a big part of the business but is also easy to use, easy to implement, affordable, and flexible.”

Those practical needs—combined with the distributed, digital nature of outsourcing—make monday.com a perfect fit. 

As Nir explained, “Fragmented workflows and scrappy tools can only take you so far. People that have grown quickly—if they don’t fix that—they do slow down.”

Building adaptable platform capabilities

Nir described monday.com as more than just a project management tool. He illustrates it as being similar to a “Lego” system for building customized solutions. 

“Instead of trying to build the best mold of a perfect table, we thought, let’s build a Lego,” he said. “If you have a very good Lego, you can build the table, but also build the chair and all sorts of other things with the platform.”

This flexibility allows businesses to adapt monday.com to their own processes, rather than forcing them to change. 

“You can basically set up your strategy in monday.com and then break it down to all the strategic initiatives that you need to do in order to achieve that,” he explained.

The result is a platform that can start small and scale rapidly across an organization. 

“Many times we start with 20 or 30 people in the organization,” Nir said. “We start with a small use case. Because the tool is easy to use—fun, I would say fun to use—it starts to expand like fire in the business.”

That scalability has proven especially powerful in outsourcing, where every client requires a different workflow. 

“Every customer has their own business process,” Nir said. “If you have a tool that is aligned to that approach, to the spirit of the BPO industry, that makes it easier.”

AI technology and productivity in outsourcing

Artificial intelligence is now reshaping the outsourcing landscape, and monday.com is helping businesses adopt it pragmatically. 

“It is a hot topic and it is very real for everyone,” Nir said. “Like every other industrial revolution, it is here and it is here to stay.”

He pointed out that “56% of BPOs are implementing different types of AI solutions.” Yet, for monday.com, the goal isn’t to replace workers, but to make them more effective. 

“For the most part, I think it’s gonna help us become more effective,” Nir said. “That’s always what technology does—it helps us to become more effective in our jobs.”

monday.com’s AI suite reflects this vision. 

“We provide AI agents and different components that can do work for us,” he explained. “Whether it’s chatbots, AI agents, or tools that help with the execution of different tasks.”

The company’s focus is on accessibility and practicality. 

“We’re trying to provide something a bit more pragmatic and accessible—not just from a budget perspective, but also from an employee perspective,” Nir said. 

“One of the challenges that we see in the industry is AI adoption—how people use it in a business context, [and] not just as a point solution.”

He highlighted some of monday.com’s latest innovations: “In monday, we use AI Blocks—allowing you to put different AI-automated workflows with SLA monitoring and process automation,” he said. 

“We have the Sidekick, which helps you execute tasks, and tools like monday magic and monday vibe. You just tell us what you need, and the solution will be built for you automatically.”

BPO’s evolution toward tech-enabled solutions

As BPOs evolve, Nir sees technology not as a disruptor but as a growth driver. 

“What I see from the BPO industry, with all of that scale and increasing complexity, [is] basic things like security and compliance. 

[But also], how do we empower them? How do we enable [and] upskill them? It’s about how you optimize the processes and leverage the right tools to meet and exceed expectations.”  

He sees the industry moving toward higher-value, outcome-based services. 

“[There’s] a shift from capacity to capability,” Nir said. “From just doing work to being accountable [for outcomes]. That requires more expertise, gives higher margins, and keeps you closer to your customers.”

For BPO leaders navigating this transition, Nir’s advice is clear: “You have to see reality the way it is, not the way we want it to be,” he said. “Think where you’re going to be in three or five years and take decisive action.”

With monday.com continuing its regional expansion—opening a new office in Singapore and deepening its presence across Southeast Asia—Nir remains confident about the company’s partnership with the outsourcing sector. 

“[Companies] feel that monday is basically communicating a similar wavelength. It’s very pragmatic, just trying to make things very easy, very flexible to adapt to what they need. Try to give them what they need in the way that they need it and evolve with them.” 

To learn more, you can visit monday.com’s website. Nir Yamin is also reachable via his LinkedIn profile.