The Jamaican BPO industry is suddenly seeing a shortage in talent, with analysts blaming the crisis on the shrinking pool of fresh high school graduates and the growing popularity of work-from-home arrangements.
The crisis will only worsen in the near future, warns Gloria Henry, president of Business Process Industry Association of Jamaica (BPIAJ), pointing to the disruption suffered by the country’s educational sector following the outbreak of the pandemic nearly two years ago.
BPOs in Jamaica often hire high school graduates in the hope of training them in the job later. Considering Henry’s comments published by Jamaica Observer, many senior BPO employees are landing jobs with overseas companies and a few of them are even launching their own business ventures.
David Wan, President of Jamaica Employer’s Federation, says the BPO industry is in a dilemma.
They (BPOs) cannot offer exorbitant salaries to new employees, because such a move could force the senior staff to seek a pay rise, he said, adding that the industry cannot even attract skilled workers from overseas.
The news comes at a time the BPO industry is expanding significantly on the island. Earlier in 2021, the BPO association projected the opening of at least 10 call centers between July 2021 and March 2022.