Sitel Work Values

Daily Duties at Sitel :

Senior Operation Manager 2006-2007 Client responsibilities include: • Capital One & XM Satellite Radio Capital One – Managed four distinct lines of business for Capital One, one of which was 24 X 7 X 365. Responsible for four (4) Operations Managers, 2 Shift Supervisors, 24 Coaches and approximately 450 customer sales & service professionals which generated $1.5M per month in revenue. XM Satellite Radio – Complex, multi-faceted operation with new radio activations, collections, and customer retention lines of business. Responsible for increasing retention by 56% and improving quality and customer satisfaction scores to ‘Best in Class’ in the XM Radio call center network. Workforce Manager 2001 – 2006 Client responsibilities include: • Capital One, XM Radio, Reliant Energy, Mitsubishi Motors & Verizon Managed a team of thirteen individuals who were responsible for call center forecasting, analysis and development of staffing models to meet requirements and real-time management. Performed analysis of staffing issues and trends and provided alternative solutions to staffing issues. Within two years of inception, the department was widely recognized as the best Workforce Management team in Sitel - North America. Assisted in launching a new Sitel/Capital One site in Kelowna, British Columbia as well as trouble shooting problem sites in Montego Bay, Jamaica and St. Catherine’s, Ontario. Operation Manager 2001 – 2004 Client responsibilities include: • Reliant Energy, Mitsubishi Motors, American Express, Verizon & Bell South Responsible for 3 Shift Managers, 10 Team Managers and 200 Customer Service/Sales Professionals. Through raising Shift Manager/Team Manager accountability and implementing performance management processes, Key Performance Indicators were met for the following • Mitsubishi Motors 2002 Q2 - a first in the three year relationship between SITEL and Mitsubishi Motors. • American Express ‘Summer 2002’ campaign - The first time in six campaigns the client goal was met. • Verizon Long Distance sales rates were increased 15%. • Employee engagement resulted in the highest retention rate with Customer Service/Sales Professionals in our division. Account Manager 1999 – 2001  Managed over 15 different inbound & outbound marketing campaigns generating an average of over $6 million per year in revenue.  Increased performance in all Verizon Long Distance campaigns by as much as 68%.  Greatly improved client relations and established new communications standards.  Earned new incremental business for Sitel through performance excellence.  Compiled monthly billing invoices and prepared RFP’s. Team Manager 1996 – 1998  Responsibilities included Inbound GTE Long Distance Customer Service team and Outbound GTE Long Distance sales team.  Consistently met or exceeded client goals for sales per hour, quality scores, talk time and handle time.

What they like about Sitel :

You highly value a work environment built on a formal structure, rules, and regulations. You do not enjoy the unpredictability of shifting priorities and deadlines that upset your routine. You require and enjoy direction, input and accountability as part of your work environment. You have a strong need to participate in making key decisions and feel left out if your superiors or co-workers do not seek your input when making decisions. You thrive on providing good customer service to both internal or external customers, and doing so makes you feel good.

Tags

BPO, Outsourced contact center, Client Relations, Operations Management, CCM, Client Services

Skills

Microsoft Office Suite, IEX Totalview, Avaya, Seibel, eWFM, Meridian

These are some of the questions we asked our climbers about their experiences with Sitel :