The Jamaican Government is looking forward to the addition of as many as 3,000 new jobs in the business process outsourcing (BPO) industry as the sector appears on track to return to its pre-COVID-19, 16 to 18 per cent per year growth trajectory.

Making his contribution to the 2021-2022 Sectoral Debate in the House of Representatives, Audley Shaw, minister of industry, investment and commerce, said the island’s advantage as a prime BPO location is secure, and “the performance of local talent continues to encourage business expansion from current players and attract new interest”.

Shaw noted that, at the start of the pandemic, the BPO industry experienced lay-offs and loss of contracts, moving from an industry peak of 43,000 individuals employed in December 2019 to just over 35,000 in June 2020.

He said the greatest challenge faced was the sector’s need for flexibility in order to maintain jobs, particularly within the context of adhering to the Government’s curfew restrictions and COVID-19 workplace protocols.

“This was quickly facilitated by the Government approving the sector as an essential service and allowing temporary work-from-home (WFH) arrangements. This has proven to be a good policy in stabilising employment for the sector,” the industry minister said.

In addition, subsequent approvals under the Customs Act allowed for employees to continue to work from home.

“This significant change represents a major triumph for the industry, enabling the sector to rebound, resulting in rehires and expansion of existing clients and an increase in the progression towards higher value-added outsourcing services through the Global Service Sector Project, which is being steered by Jamaica Promotions Corporation,” Shaw said.