The burgeoning Business Processing Outsourcing (BPO) Industry in Jamaica has sparked a collaborative effort between the HEART Trust/NTA and the Business Process Industry Association of Jamaica (BPIAJ) to ensure that the country is able to robustly respond to the workforce demands of the industry. The Initiative is in keeping with the Vision 2030 Services Sector Plan, which identifies the HEART Trust as a key Agency in achieving the goals of the National Plan.

To assess the needs of the sector and develop a targeted strategy, the HEART Trust/NTA conducted a comprehensive study of the BPO Industry in 2013, with the primary aim being to ascertain its workforce needs. The results from the study published in early 2014, have informed the training directions of the Agency. In addition, consultations with stakeholders and feedback from Jamaica Promotions (JAMPRO), has allowed the National Training Agency to strategically focus on training offerings for employees in three occupational areas; namely BPO Agents, IT Support and Team Leaders/Supervisors.

The HEART Trust/NTA now trains BPO professionals in 12 of its institutions, with the many located in the North Western region of the island, where BPO firms are located. Since April 2015, 818 participants have been enrolled for BPO training. Trainees are equipped with the requisite skills including computing; communication; telemarketing; customer service; survey administration; accent reduction; telephone skills and problem solving.

Jamaica stands to gain immensely from Business Processing Outsourcing because of its strategic location as a near-shore territory to the United States and with a suitably trained cadre of workers, the room for growth is limitless. The HEART Trust continues to explore and implement new strategies to prepare Jamaicans to take advantage of the tremendous opportunities in BPO as well as emerging sectors.

To this end, the Agency is poised to support industries through training initiatives driven by industry demands and national priorities.

The HEART Trust/NTA is committed to train and certify Jamaicans in the skills which will position our workforce to attract investment opportunities which will result in Jamaica being the place of choice to live, work, raise families and do business.