BPO giant Webhelp is setting its sights on doubling its headcount in Mexico, kicking off construction of a large delivery center in Mérida, Yucatán.
This expansion follows the company’s recent US$4.8 billion merger with Concentrix and reflects a strategic shift towards proximity to key clients.
Many of Webhelp’s clients, including European banks and automotive companies, are expanding operations in Mexico to serve their US customers. By establishing a larger presence in the country, Webhelp can better cater to these clients’ needs.
The new facility will be a significant investment, with Webhelp setting aside US$19 million for the construction alone. This will create 1,200 jobs, bringing the company’s total workforce in Mexico to 2,400.
However, acquiring bilingual workers in Yucatán remains a concern. To address this, Yucatan Governor Mauricio Vila Dosal emphasized the state’s English teaching program, which he believes will generate a sufficient supply of qualified candidates for global service providers like Webhelp.
Reports suggest that Webhelp might launch a similar facility in Querétaro, an industrial hub in Central Mexico. This move would build upon the existing three facilities the company already operates in the country, including a contact center in Sonora.
With over 33,000 employees across 8 Latin American countries, Webhelp is a major player in the region. This expansion in Mexico is just one piece of the company’s ongoing growth strategy, which also includes a US$10 million investment in a new BPO facility in San Salvador (El Salvador) announced in mid-2023.