Optimum Jamaica’s in-house Sales Enablement Department, which supports the company’s Sales Teams with order processing, serviceability checks, and acquisition support for field sales, is marking its first anniversary.
The milestone comes at a time when Jamaica’s Business Process Outsourcing (BPO) sector overall has faced significant headwinds, with the industry estimated to have lost more than 12,000 jobs over the last two years. Against that backdrop, Optimum Jamaica says the anniversary reflects the company’s continued focus on stability, staff development, and long-term employment for Jamaicans.
Since launching with 21 in-house agents and 50 externally trained team members, the department has taken on new pilot programmes, additional product lines, and cross-functional projects, while creating a track record of internal advancement, with members of the original team now serving as Sales Coordinators, Senior Sales Support Specialists, and Supervisors.
The department’s service metrics reflect that progress. At launch, service levels stood at approximately 20%, with customers waiting over a minute for a response. One year later, service levels are expected to climb between 80% and 90%, with average speed of answer down to ten seconds or less.
“This site is not just about troubleshooting anymore,” said Leon Davis, Senior Director & Site General Manager. “That speaks to the potential of our people and the faith our leaders have in the future of this company.”
Dawn Ferguson, Director, Sales Enablement & Compliance at Optimum Communications Inc., in the USA, credited the milestone to the trust placed in the local team from the outset. “I am proud of this team, my team,” she said. “And I cannot wait to see what we build next.”
Company leadership pointed to the anniversary as a reflection of Optimum Jamaica’s broader approach in the current climate, one centred on retaining institutional knowledge, investing in its people, and providing consistent, dependable employment for Jamaicans even as the wider BPO landscape continues to shift.
“Sales operations is the kind of work where nobody notices you when things are running well, and that’s actually the highest compliment I can give this team,” said Ryan Schwertner, VP, Sales Operations. “A team that can build this kind of consistency in year one is a team I want to hand bigger things to.”
As Optimum Jamaica marks this milestone, the company reaffirms its commitment to workforce development, internal advancement, and creating meaningful, lasting career opportunities for its people.
About Optimum Jamaica
Optimum Jamaica is a captive contact center operation located in Kingston, serving as an integral extension of Optimum Communications Inc., a leading communications and media company. Focused on delivering customer service excellence for Optimum’s telecommunications products, the Jamaica site leverages local talent to enhance brand loyalty, drive satisfaction, and create meaningful job opportunities for Jamaicans
