MONTEGO BAY, Jamaica — Jamaica’s business process outsourcing (BPO) sector is strategically positioning itself at the intersection of human expertise and artificial intelligence to drive future growth and global competitiveness. According to Gloria Henry, Vice-President for BPO and Logistics at the Port Authority of Jamaica, the industry is transitioning toward “intelligence-based outsourcing” that synergizes technological capabilities with human talent.
Speaking at the Montego Bay Free Zone Employment Creation Awards ceremony, Henry emphasized that AI should be viewed as an enhancer rather than a replacement for human workers. “AI by itself cannot deliver the results. Humans provide the direction, support, and data guidance necessary to achieve desired outcomes,” she stated, addressing concerns about automation displacing jobs.
The integration of AI, Henry explained, enables workers to significantly boost productivity and efficiency. “They can work faster and produce more with the kind of support that AI can offer,” she noted, highlighting the transformative potential of human-machine collaboration in contact centers and BPO operations.
Critical to this evolution is a national commitment to upskilling and training initiatives. Henry pointed to collaborative efforts with educational institutions like HEART/NSTA Trust through the Ministry of Education and Youth, though she acknowledged that deeper investment in training programs is still needed. Recent budgetary allocations signal governmental support for the sector’s continued expansion.
Henry urged stakeholders to adopt a forward-looking perspective: “We shouldn’t be daunted by the integration of AI. We should embrace it to make our industry more productive, resilient, and globally competitive.”
The awards ceremony celebrated companies driving employment growth within the free zone, with Unique Vacations receiving top honors for its exceptional performance during challenging periods. Company representative Leezo Wallace highlighted their achievement of maintaining the sector’s lowest retention rate (under 3%) while continuing hiring even during hurricane disruptions.
The event also recognized the growing influence of women in BPO leadership, with Henry paying tribute to veteran leader Valarie Ives’ 41 years of service while noting the significant increase in female leadership since the 1990s.