itelbpo Makes Bold Move in Diversifying Its Labour Pool

(Montego Bay, Jamaica; December 3, 2019) itelbpo in partnership with Invest Saint Lucia is developing a 20,000 sq ft factory shell located in the Hewanorra Free Zone in Vieux-Fort, Saint Lucia, which will house more than 300 employees in the global services sector. It is a strategic move aimed at expanding its geographical footprint, ultimately diversifying its workforce and further enriching its global talent pool as the company pushes aggressively towards its 5-year goal of 5,000 new seats in its contact centre operations. itelbpo & Invest Saint Lucia have broken ground and the new site is set to open on April 1, 2020.


Just off the heels of a recent deal in which PanJam Investments and Portland Private Equity each acquired a 15% stake in itelbpo, the company is quickly activating its new capital investment with the development of a two-building site in Saint Lucia. The site is located in the south of the island and is within walking distance of Hewanorra International Airport, which is also undergoing extensive redevelopment to support the area’s booming economy. The south of Saint Lucia is quickly becoming a mecca of activity and socioeconomic progress.


“We are wasting no time in taking advantage of the growing global business process outsourcing (BPO) market. We see the enormous pipeline of opportunity for the Caribbean in this fast-growing sector, and we’re excited to realize 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 analyzing Saint Lucia’s readiness and positioning in the Global Knowledge Services Market. It highlighted how the country is poised to take advantage of the large demand for specialized expertise in BPO.  According to the study, the island’s small size is favorable to providing industry-specific support to niche sectors, as opposed to competing on commodity-based offerings. Saint Lucia’s historical strengths in given industries along with educational depth provide a strong base in the workforce that can be further developed through knowledge-focused training. On this point, Epstein further pointed out that, “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.”


When asked about the partnership with itelbpo, Marie-Grace Walcott, Investment Promotion & 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. 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 labor pool with avenues for capacity building and continued growth. Invest Saint Lucia is excited to be part of itelbpo’s strategic expansion and we look forward to the company’s establishment on the island.”


Known for nurturing an engaging company culture and designing eye-catching spaces with team comfort in mind, itelbpo will bring its own unique culture and style to Saint 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 maximize 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).

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