Ibex Global Jamaica seeks 300 new hires

BY AVIA COLLINDER Business reporter collindera@jamaicaobserver.com

Tuesday, December 20, 2016

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Ibex Global Jamaica Ltd said Monday that its plan to hire another 300 workers for a recently acquired account will mean that its new centre in Portmore Pines, St Catherine, will be operating at full capacity.


The business process outsourcing company has issued a call for 300 employees to work in a technical capacity.


Ibex declined to be more explicit about the nature of the new account, but told the Jamaica Observer: "It is a new line of business from one of our existing clients. It is business from them that we have not handled in the past."


They said it will see further improvement in revenue flows for the company.


"The centre will now be full," the company commented by emailed response.


At Ibex’s official opening on October 27 this year, Bob Dechant, CEO of parent company Ibex Global, said the centre has the capacity for expansion up to 1,600, adding that Portmore as a revenue centre is expected to do US$10 million in business in year one (ending July 2017), and eventually deliver US$20 million annually.


He said that based on the human resource pool in Portmore, another centre of similar size could be opened in the municipality. He added that Ibex was also interested in setting up centres in Kingston, Montego Bay and Mandeville. In total, he said, the company planned to employ 5,000 across the island.


Ibex Global Jamaica in October employed 550 on two principal accounts: Amazon and AT&T.


The business process outsourcing (BPO) company, headquartered in Washington DC, delivers onshore, nearshore and offshore solutions in five countries across 18 call centres.


Present in the US, UK, Senegal, Pakistan and the Philippines, Ibex employs more than 15,000 customer service professionals, as indicated on the company’s website.


The BPO company provides contact centre services, specialising in voice and other business process outsourcing solutions to blue-chip customers. It delivers services in 11 languages, with more than 70 enterprise clients globally, as noted on its website.


Services include inbound technical support, inbound customer care, inbound sales, inbound customer retention, and outbound customer acquisition. Over 90 per cent of the group’s revenues derive from contact centre market segments.


In Jamaica the company is targeting a market which over the next five years is expected to reach US$1.3 billion or 25 per cent of the nearshore market.


The company began operations in Kingston in December 2015, then moved to Portmore where 70 per cent of the agents lived.


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