International business process outsourcer itel has plans to grow its Jamaican staff complement that numbers almost 2,000 employees after securing accounts with two new clients.

The company says it “has shown remarkable resilience by doubling down on its expansion in Jamaica, increasing its employee headcount to serve two new clients in the logistics and retail sectors.”

Despite challenging macroeconomic conditions that created an industry-wide downturn, itel is embarking on a strategic expansion that includes investment in growing its sales team and aggressively going after new clients.

“We have spent the last few years building the itel brand regionally as an employer of choice across the Caribbean and Latin America, which has allowed us to recruit and expand at an impressive rate,” itel Founding Chairman & CEO Yoni Epstein.

“But, we have also built brand recognition internationally, which has allowed us to attract top clients and to compete with much larger players in the CX space,” he added.

While itel has witnessed companies scaling back their customer support services in response to lower consumer demand, the business process outsourcer has begun branching out into emerging sectors showing significant potential for growth, including start-ups and small and medium-sized enterprises, as well as larger global corporates.

One of the clients with which itel has secured business is a growing logistics and transportation business known for its high-quality customer service. The account will see new seats added to itel’s Kingston, Jamaica location.

Meanwhile, the addition of another US retail giant to its client roster will see the outsourcer restructuring and expanding its current support services, moving its service delivery to Montego Bay.

“To serve such demand, itel has engaged in several hiring blitzes across Jamaica, looking to add to its already strong workforce of nearly 2,000 employees on the island, signalling to the market that itel continues its robust growth trajectory, despite unpredictable economic conditions. Simultaneously, itel is diversifying its technology and innovation platform proactively, integrating AI into its global operating model,” the company shared.

Already, itel has launched its suite of generative AI features developed in-house to support the company’s unique approach to customer experience delivery.

Moreover, itel said its focus on strong client relationships and a reputation for quality service propelled it into the global spotlight, garnering the company numerous awards and accolades.

“It is this resilience, innovation, and continued diversification in its client base that signals a new strong, strategic direction for the Caribbean’s fastest-growing CX delivery partner,” itel stated.