IBEX Global, one of the fastest growing business process outsourcers, and Western Union, a leader in global payments, celebrated the opening of a new Call Center facility in Managua, Nicaragua, which will add over 400 jobs to the area. The ribbon cutting was held April 4 and was attended by IBEX and Western Union executive teams and government officials and dignitaries.
IBEX Nicaragua site joins Western Union’s network of regional operating centers in the Philippines, Mexico, Costa Rica and Lithuania, as well as outsourced call centers in more than 20 sites around the world. IBEX employees will join a team of more than 4,000 customer service representatives that provide 24x7 support in more than 40 languages, respond to more than 4 million phone calls and 250,000 emails per month, and monitor global WU social media.
“The decision to open a new location in Nicaragua was based on several factors including the availability of an experienced and educated workforce,” said Bob Dechant, CEO of IBEX. “It extends our bilingual corridor and allows us to offer our clients a near-shore opportunity in a tested and thriving market.”
“We are very pleased to be the first client of IBEX Nicaragua, expanding our collaboration other than the Philippines”, said Tim Langley-Hawthorne, Senior Vice President, Technology Governance and Global Customer Care Operations at Western Union. “We have a long-standing relationship with Nicaragua, where we have been offering Western Union Money Transfer services in alliance with our Agent, AirPak, for the past 25 years”.
With a population of over 1.2 million, Managua has a stable local government with a pro-economic development stance and a desire to continue to attract good jobs to the city. The IBEX location is a newly constructed building near transportation and offers many amenities to employees.
“At IBEX our focus is on our agents, we hire the very best and ensure they have a great environment and a clear path towards advancement,” continued Dechant. “How we treat our employees is as important to our clients as it is to us. We want to be the employer of choice in Managua and a valuable contributor to the community.”
The site will deliver a full complement of BPO services such as customer care, email, chat and back office support. Currently, IBEX has approximately 400 total employees at the new location.
Western Union has operated in Nicaragua since 1991, and currently has a network of more than 480 Agent locations across all the country’s municipalities.