Ibex Bets On Jamaica With 5th Contact Center Facility In 5 Years

Ibex Bets On Jamaica With 5th Contact Center Facility In 5 Years

Global business process outsourcing (BPO) firm  ibex (NASDAQ: IBEX) today announced the opening of its new facility in the Kingston suburb of Portmore, Jamaica. Ibex says the new facility will create 1,300 jobs, bringing the company’s total employment in Jamaica to more than 6,500 people.

“The tremendous growth being fueled by increased client demand, technology innovation and new wins with Blue Chip and New Economy customers has helped us create more than 1,500 jobs in Jamaica this year alone and placed the island at the center of the BPO 2.0 revolution,” said Jaime Vergara, senior vice president and Jamaica country manager, ibex.

“Not only has our growth accelerated economic development across Jamaica, but we are further positioning the country as a global shared services hub that is digitally transforming our clients’ customer experiences,” Vergara added.

Since opening its first site in 2016, ibex has invested more than $50 million USD in Jamaica, increasing its Jamaican payroll from 200 jobs to more than 6,500 while paying more than $40 million USD in annual salaries. With the opening of this new campus, ibex now has a total of more than 5,000 seats in Jamaica across its five facilities in Ocho Rios, Portmore, and Kingston. ibex says 500 of these positions will be utilized to support ibex’s rapid growth in the company’s insurance sector.

ibex is currently hiring both on-site and work-at-home positions with plans for additional growth by the end of 2021, including new positions supporting ibex’s IT outsourcing (ITO) services.

ibex has stated that it will leverage its Wave X technology suite to quickly ramp agent proficiency and accelerate its speed-to-green delivery operations. This includes deploying ibex Training Simulator, a virtual solution designed to accelerate agent learning and enhance customer engagement across digital and traditional communication channels. The company will also leverage the “ibex Work@Home technology suite” to drive cost savings, accelerate productivity and enhance the customer experience (CX) for clients, while providing agents the ability to work at maximum efficiency regardless of location.

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