Tuesday 20 October, 2020

Itelbpo expands into St Lucia

Ground has already been broken for the St Lucia facility, which is set to open on April 1, 2020.

Ground has already been broken for the St Lucia facility, which is set to open on April 1, 2020.

Itelbpo in partnership with Invest Saint Lucia is developing a 20,000 square feet factory shell in the eastern Caribbean island.

Located at the Hewanorra Free Zone in Vieux-Fort, the itelbpo facility will house more than 300 employees in the global services sector.

It is a strategic move for itelbpo, aimed at expanding its geographical footprint, ultimately diversifying its workforce and further enriching its global talent pool as the company pushes aggressively towards its five-year goal of 5,000 new seats in its contact centre operations, the company said in a release.

Ground has already been broken for the St Lucia facility, which is set to open on April 1, 2020.

Founded in 2012 in Montego Bay, Jamaica, itelbpo is now a global business and the region’s largest home-grown business process outsourcer.

Just off the heels of a recent deal in which PanJam Investments and Portland Private Equity each acquired a 15 per cent stake in itelbpo, the company is quickly activating its new capital investment with the development of a two-building site in St Lucia.

Yoni Epstein, itelbpo’s Founding Chairman and CEO.

The site is located in the south of the eastern Caribbean island and is within walking distance of Hewanorra International Airport, which is also undergoing extensive redevelopment to support the area’s booming economy.

“We are wasting no time in taking advantage of the growing global business process outsourcing market. We see the enormous pipeline of opportunity for the Caribbean in this fast-growing sector, and we’re excited to realise the potential for job creation and revenue growth,” commented Yoni Epstein, itelbpo’s Founding Chairman and CEO.

Nearshore Americas, in partnership with Invest Saint Lucia, the country’s investment promotion agency, released a study in 2018 analysing St Lucia’s readiness and positioning in the Global Knowledge Services Market. It highlighted that the country is poised to take advantage of the large demand for specialised expertise in BPO.

According to the study, the island’s small size is favourable to providing industry-specific support to niche sectors, as opposed to competing on commodity-based offerings.

“As a global organization, itelbpo has the capacity and experience to tap into Saint Lucia’s talent pool and provide targeted training that will enable the Saint Lucia team to deliver customer experiences at our award-winning global standard. Saint Lucia is ready and waiting for us, and we’re excited to collaborate with government and private sector partners in helping to move the country further up the economic value chain,” Epstein said.

Commenting on the partnership with itelbpo, Marie-Grace Walcott, Investment Promotion  and Fulfillment Officer at Invest Saint Lucia stated,We identified itelbpo as a strong player within the nearshore BPO market, with a solid focus on corporate social responsibility.”

She said: “These attributes, amongst several others, led us to actively engage itelbpo to explore the many benefits of expanding here in Saint Lucia. The island offers investors an unsaturated market that is complemented by a robust labour pool with avenues for capacity building and continued growth.”

Known for nurturing an engaging company culture and designing eye-catching spaces with team comfort in mind, itelbpo said it will bring its own unique culture and style to St Lucia, along with a healthy and proactive approach to community outreach.

As part of the retrofit and in keeping with the company’s commitment to environmental sustainability, the developers, Invest Saint Lucia, will be installing solar panels on the building’s roof.

A second floor will be added, in order to maximise walkthrough and provide generous cubicle sizes for its staff that mirror the design and flow of its Jamaica headquarters, as well as maintain the company’s commitment to EX=CX (Employee Experience = Customer Experience).

Itelbpo has eight facilities in Jamaica, the Bahamas, Mexico and  the  US and a robust network of US-based work-from-home agents. It delivers customised contact center solutions across multiple channels and industries.


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