Outsourcing in Jamaica: The State of the Industry

Jamaica’s BPO sector is thriving and also evolving as companies embrace digitization. About 90% of Jamaica’s BPO industry serves contact centers around the world, and in today’s customer-centric marketplace, the pressure is mounting on BPOs to deliver a better customer experience while meeting demands for lower costs.

Watch now On Demand the roundtable panel discussion with leading Jamaica BPO experts as we discuss “The State of the Industry,” including:

  • Growth of BPO
    • What makes Jamaica a desirable location?
    • How are government programs driving growth?
    • How can BPOs recruit the right talent?
  • Knowledge Gaps
    • Advice for first-time outsourcers
    • Labor laws and employee handbooks
    • AI and automation
  • What’s next?
    • Sectors with exploding growth
    • Innovation in the works
    • Making Jamaica future proof for BPO


    About The Speakers

    Roger Williams
    National Outsourcing Coordinator for JAMPRO

    As General Manager of Vistaprint Jamaica Limited between 2008 and 2013, Roger led the company through 130+% growth, achieving world class service performance status and gaining recognition as the top performing Vistaprint Contact Centre worldwide.

    In May 2017, the Government of Jamaica, through the Jamaica Promotions Corporation (JAMPRO) and funded by the Caribbean Development Bank (CDB), contracted Roger to serve as National Coordinator for the country’s outsourcing industry.

    He has been engaged to advance current initiatives to help grow the outsourcing sector, and identify and introduce new strategies that will support the national target of growing the industry to 50,000 jobs.


    Anand Biradar
    Head of HGS Jamaica

    Anand is a growth-minded senior executive with over 18 years of expertise in global business process outsourcing and customer experience management. His specialties are competitive strategy design and execution, culture transformation, organisation design, change management, innovation, Ex/Cx management, business development, C-level client management, P&L management, and leadership development. He has designed, consulted and grown several multi-geo, multi-channel DigitalCX, Business process management, Robotic process automation programs in banking, insurance, and healthcare industry. 

    Gloria Henry
    President of the Business Process Industry Association of Jamaica

    Gloria Henry has more than 24 years of extensive experience in many areas of business, including, administration, public sector management, banking, corporate services, strategic leadership, customer relationship management, and property management. Gloria has served many public, private, and civic organizations, including the Montego Bay Chamber of Commerce, where she served as President for the period 2015-2017. During her tenure at the Port Authority of Jamaica, and more specifically Montego Bay Free Zone, she spearheaded the transition from a manufacturing industrial estate into an ICT-focused enclave, supporting the business process outsourcing (BPO) industry.