itel adds 800 new BPO jobs across Caribbean
KINGSTON, JAMAICA — Jamaica-based itel, a business process outsourcing (BPO) company, announced plans to add over 800 seats across its Jamaica and Saint Lucia destinations, creating approximately 1,800 customer experience (CX) jobs within the next six to eight months.
This expansion further cements itel’s stature as the Caribbean’s top homegrown BPO entity. In addition, the company has secured new client acquisitions involving two major brands from the travel and hospitality as well as banking and financial sectors.
Yoni Epstein, itel’s founding chairman and CEO, highlighted the growth, stating that the expansion in Saint Lucia has initiated the launch of a fourth facility. “The expansion is a further testament to the quality of service that is experienced in the LACA (Latin America & the Caribbean) region.”
“Specifically for Saint Lucia, we are the largest employer on the south of the island and any job has a huge impact on the local economy, so imagine what 300 news jobs will mean for the economic and community impact,” Epstein further pointed out.
He further pointed out, “For Saint Lucia, as the largest employer in the southern part of the island, even a single job significantly impacts the local economy. Imagine the profound effect of adding 300 new jobs.”
The BPO sector globally has grappled with challenges, including global economic uncertainty and the potential effects of artificial intelligence (AI) on the industry. Notably, innovations like generative AI and advanced language models, such as ChatGPT, have stirred discussions about automation potentially leading to job losses in the BPO sector.
Despite the challenges facing the BPO industry, itel has continued to expand through strategic acquisitions and partnerships.
The company acquired Emerge BPO in 2021. This acquisition expanded itel’s footprint into new nearshore markets and added 700 employees across the two countries.
Earlier this year, itel confirmed its expansion into Belize and has kicked off the development of a facility that can accommodate up to 800 employees.
itel is listed on Outsource Accelerator’s (OA) Global Outsourcing Firm (BPO) Index, a vital tool in assisting the BPO decision-making community with a broad but objective industry assessment.
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