Transparent BPO Expands to Jamaica

Transparent BPO is expanding its nearshore operations to Jamaica, adding a new 108,000 sq. ft. facility to its global contact center capabilities portfolio. The company will be establishing a facility in Spanish Town that can employ more than 2,000 Jamaicans to support its rapid growth offering BPO services to U.S.-based companies.

Transparent BPO currently has contact center capabilities in Belize and the Philippines.

“Jamaica is an ideal fit for our nearshore portfolio, offering clients an additional regional option for their contact centers at a competitive price,” said Scott Newman, CEO of Transparent BPO. “Furthermore, BPO providers are well-established throughout the country and government recognizes this industry as a priority segment that provides well-paid careers with training and leadership development.”

Labor statistics and local market research indicate there is a deep pool of experienced contact center agents living in Spanish Town or adjacent communities, said Newman. Labor surveys indicate thousands of Jamaicans work in the BPO sector and commute several hours daily to and from Kingston or Portmore.

The company is experiencing significant growth since it began operations in 2009 with its first 30-seat site in Belize. Since then, it has opened its flagship 500-seat Seaside facility to complement its Coney Drive location with 230 seats. In October 2020, the company opened its 700-seat facility in the country’s Capital city, Belmopan.

In addition to its nearshore operations, the company established a presence in the Philippines in 2019 with 145 work-from-home agents. Today, Transparent BPO’s 740 agents use the company’s proprietary WorkSecure Suite® offering unmatched security, flexibility and compliance in a work-from-home environment.

In selecting Jamaica, Newman said the country’s close proximity to the United States, strong cultural affinity with North American lifestyles and purchasing preferences, along with direct travel routes to the country influenced the company’s decision.

“A client can be in their U.S. headquarters in the morning and later the same day walk through our facility and visit the agents and local leadership team supporting their customers,” he said.

The company will be refurbishing an abandoned textile mill in the MJS Technology Park and expect operations will begin during the second quarter of 2022. Transparent BPO’s Spanish Town facility will eventually house about 1,500 workstations as well as HR, recruiting and training personnel.

“Our new facility will offer quality careers that are close to home,” said Newman. “Our state-of-the-art Spanish Town location will have exclusive access to a deep pool of experienced, motivated candidates.”

Newman said Transparent BPO is also partnering with the top physical education and sports institution in the Caribbean. GC Foster College, located adjacent to the company’s new facility, will make its amenities such as pool, gym and track, available to employees.

Strategically located beside the college and close to a local technical high school and six secondary high schools, the new Spanish Town facility will offer career development and training to Jamaicans through the Transparent BPO University. This first-of-its-kind learning tool provides employees the opportunity to develop professional skills and advance their careers using a self-guided, university approach to learning.