Yoni Epstein had a vision from the start. When he launched itelbpo in 2012, he broke the mold of traditional outsourcing services by creating a forward-thinking contact center built on purpose and designed for the future. With over 20 years’ experience managing contact center services, Yoni understood the great potential that existed in nearshore outsourcing. He achieved rapid YOY growth while simultaneously taking a leadership role in modernizing the Caribbean’s global services industry. Now, itelbpo is the region’s largest homegrown global services provider operating in 6 countries including a network of at-home subject matter experts.
Under Yoni’s strategic and passionate leadership, itelbpo has attracted top global brands and added new lines of business across multiple industries. With ambitious oversight of itelbpo’s performance-proven multichannel online and offline solutions, the company has maintained a reputation for delivering exceptional customer experiences, surpassed only by its renown for employee experience management. Yoni ignited itelbpo’s commitment to EX=CX through actionable measures that include nurturing a value-based culture and creating workspaces that enhance comfort and productivity. His team’s skillful human touch is supported by a digital platform of integrated cutting-edge technologies that ensure efficiency, continuous learning and high-performance across teams and functions.
Ranked among the 50 most influential executives for the Latin American & Caribbean region, Yoni’s efforts have helped to enhance the region’s global positioning, while establishing itelbpo’s diversified geographic footprint. With offices in USA, Canada, Mexico, The Bahamas, Saint Lucia and Jamaica, itelbpo is widely considered to be a beacon of success in the nearshore global services industry. Yoni and his team have established award-winning operational excellence that is pervasive across the organization.
Yoni currently sits on several Public & private sector boards, and is the Chairman of the Global Services Skills Council, a 5-year project focused on talent upskilling.
itelbpo has won several awards, including:
- “Central American & Caribbean Contact Center Outsourcing Services Growth Excellence Leadership Award” by Frost & Sullivan
- Named in the Top 20 BPO’s Globally by HFS
- O2J BPO Economic Impact Award (Outsource2Jamaica VIP Luncheon & Industry Awards)
- Caribbean BPO of the Year — Overall Winner and BPO Employer of the Year (Outsource to the Caribbean Conference, Curacao)
- Montego Bay Freezone Employer of Choice
- Entrepreneur of the Year by Nearshore America