Jamaica's BPO Sector Is Shrinking: What Call Centre Workers Can Do Next
Jamaica's call centre and outsourcing industry has lost about a third of its jobs in two years, falling from a peak of around 60,000 to roughly 40,000, according to the Global Services Association of Jamaica (GSAJ). Industry leaders say the sector can still grow, but through fewer, more skilled roles rather than more seats. If you work in a contact centre, or hoped to, here is what is happening and how to stay ahead.
What the figures say
Speaking at the GSAJ's quarterly members' meeting in Montego Bay in October, association president Yoni Epstein said, "We came off a peak of 60,000 jobs. By the association's count we are at about 40,000 today. Government's count says 50,000," as reported by the Jamaica Observer.
The losses are starting to show in the national figures. The Jamaica Gleaner notes that STATIN's July 2026 Labour Force Survey showed formal employment down by about 24,000 on a year earlier, even though unemployment stayed low at 3.4%. The Gleaner also counts more than one million square feet of BPO-oriented office space now on the market for sale or lease.
Why it is happening
There is no single cause, and the people closest to the industry don't all agree.
- Artificial intelligence. Bank of Jamaica Governor Dr Brian Langrin described the sector as labour-intensive and open to AI disruption, and said workers and business owners "must pivot" (Gleaner).
- Costs and competition. Epstein rejects the idea that AI is mainly to blame. He pointed to operational inefficiencies, high electricity costs and weak international promotion (Observer).
- Hurricane Melissa and talent. The Gleaner reports that Epstein also cited low productivity, disruption from the hurricane and a shortage of available talent, while outgoing GSAJ president Wayne Sinclair said many lost jobs sat with large global firms that moved work to countries offering stronger incentives.
Where the industry says it is heading
The message from employers is that the future is "better work", not more headcount. Epstein told members he is "not chasing 60,000 heads again" and would take the industry's earnings target "at 50,000 people doing better work". He argued that AI, used properly, can improve scheduling, reduce staff turnover and let agents handle more complex tasks.
Gloria Henry of the Port Authority of Jamaica said she recognised "the anxiety surrounding potential job losses", but argued the industry is protected by long-term client contracts and specialised operations. She described a strategy of combining deep industry knowledge with AI to lift productivity and tackle absenteeism and attrition.
Governor Langrin was also hopeful overall. He expects workers to retrain and find other work, so that there is no net fall in jobs across the economy, and said there would only be a real problem "if people don't think about what next".
What this means for you
If you are in a contact centre job now, or looking for one, these steps can help:
- Move up the value chain. Roles in quality assurance, team leadership, workforce scheduling, technical support, healthcare and finance back-office work, and other specialised accounts are where employers say growth will come. Ask your supervisor what it takes to move into them.
- Get comfortable with AI tools. Employers want agents who can work alongside AI, not against it. Learn the tools your account already uses, and mention them on your CV.
- Turn experience into a certificate. If you have three or more years in the job, the HEART/NSTA Trust offers Prior Learning Assessment, which can turn the skills you already have into a recognised NVQ-J or CVQ qualification. Its courses at Levels 1 to 4 are free.
- Look sideways as well as up. Customer service, communication and problem-solving skills carry over well to hospitality, retail banking, logistics and health administration.
- Keep your reliability record strong. Both industry leaders named absenteeism and staff turnover as problems. A good attendance record makes you more valuable as firms become choosier.
The BPO sector is still one of Jamaica's biggest employers. The jobs that remain are likely to ask more of workers, so the best time to build new skills is before your account changes, not after.
Sources: Jamaica Observer, 13 October 2026; Jamaica Gleaner, 1 November 2026; HEART/NSTA Trust.