ItelBPO ready to fill employees with knowledge
As director of Human Capital, Michelle Yeo plays a pivotal role in the growth of itelBPO Smart Solutions, overseeing the HR operations across its four sites in Montego Bay, Kingston and the Bahamas.
However, in her earlier years, Yeo did not see herself interacting with numerous persons from several backgrounds and different cultures on a daily basis.
“At different stages I wanted to pursue different things, at one time a veterinarian, a hotel manager, a chef or even have my own restaurant, but I think working with Air Jamaica for 15 years made me realise how much of a people person I am and that experience has helped me a lot in my role,” Yeo related.
Her relationship with itelBPO began in September 2014, when CEO Yoni Epstein convinced her to leave a similar role with another firm and join his team.
“At the time, the company had no HR department and I came in and set up policies and procedures that would support the vision of the company, and I am happy that as a team we are not only the employer of choice for job seekers, but also the biggest employer of labour in the sector,” she told BPO Jamaica.
“Our culture is what makes us different from
all other call centres. The family values that we have installed really makes it far easier for me to do recruitment, persons are learning about our culture and wanting to work for us,” said the seasoned HR practitioner, who has a degree in hospitality and tourism management.
“We seek to ensure that people enjoy coming to work; the environment is very relaxed, and there is a very relaxed dress code,” she continued, “Everyone is on a first-name basis, open-door policy, making sure that everyone is happy at work, because a happy workforce is, naturally, a very productive workforce.”
While most employers are asking for workers with experience, Yeo prefers them fresh out of high school or university when they are eager to learn.
“What we look for is personality; we create a profile for each candidate that we need to hire. We don’t look at whether you have a diploma or degree from a high school or university, nor are we looking just for individuals with experience,” she explains. “In fact, we would prefer if they did not. In that way, they can be that sponge to take in all that knowledge that we can offer them at itelBPO.” Michelle Yeo VP Human Capital