Frontline Managed Services, an information technology help desk specializing in assisting law firms, has opened a contact center in Honolulu, officials with the company announced this week.
FMS opened its Hawaii office with the desire to have U.S. support staff on a six-hour range from Eastern Standard Time to Hawaii Time, so that it could give its workers more daytime hours while still providing around-the-clock IT support.
Its goal is to have more than 20 staff added locally in the near future; the idea is that the Hawaii office will serve bridge to the company's two offices in India — what it calls a "follow the sun" model.
FMS is actually still in the process of selecting its permanent office space in Honolulu to accommodate at least 25 people, CEO Seelin Naidoo told Pacific Business News in an email. Meanwhile, some staff is working remotely while local employees are being sought and hired.
It's a move that was considered since the start of 2021, Naidoo told PBN.
“Growth, innovation and client service are part of our company’s DNA as we strive for continuous improvement to how we deliver value for our law firm clients around the world,” said Naidoo in a statement. “This expansion allows us to continue providing high-level support during periods where IT request volumes can be unpredictable as we serve the late-night legal workforce in the continental U.S. and prepare for the opening of markets in Asia.
"In addition to the service upgrade from the talented workforce in Honolulu, we are also excited for the opportunity to join the Honolulu community as we anticipate continued growth at this new contact center.”
The company, which said it has over 600 law firm clients, was formerly known as Intelliteach. It employs over 700 people spanning its nine offices in the U.S. and India.
