Global Customer Care Leader Gains Market Momentum, Prepares to Hire and Train Next Generation of Leaders including 5,700 in the U.S.
NASHVILLE, Tenn., Dec. 2, 2014 — Sitel, a leading global customer care provider, today announced plans to hire more than 11,000 new team members by the end of 2014 at customer experience centers worldwide and for its Sitel Work@Home Solutions™ program. This includes 5,700 new jobs in the U.S.
“Despite the improving unemployment rate, under-employment continues to be a problem for many Americans. Service-based industries are the new growth sector, and Sitel is hiring more than 5,000 full-time employees with full benefits,” said Chief Marketing and Infrastructure Officer, Sean Erickson. “Service has become the new competitive differentiator as Americans demand rapid assistance from U.S.-based representatives. This demand is creating full-time, benefits-rich jobs that America needs.”
Through the worldwide hiring campaign, new team members will support Sitel’s expanding business with leading companies in a wide range of industries, including Communications, Financial Services, Retail and Manufacturing/Consumer Electronics. Agents will provide industry-leading customer experiences in omnichannel modes that modern consumers demand, including web chat, social media, telephone and more.
Sitel has re-defined the customer care occupation. The company promotes leaders almost exclusively from within, creating career opportities, not jobs. Many of Sitel’s top executives, including President and Chief Executive Officer Bert Quintana, started their careers in entry-level roles of the customer care industry.
Sitel’s Cassidy Klundt commented, “I started as an agent and received promotion after promotion, including the opportunity to travel to multiple locations. Today, I’m the Site Director at one of our largest locations. I’ve built a career with Sitel and you can do it too.”
Scores of other Sitel team members have similar stories, some of which have been captured in this video. Jonathan Koch is a coach with Sitel Work@Home Solutions™, supporting team members as they learn and grow through the organization. He added, “In addition to job-related techniques, I’m helping people build life skills. These are skills they can take with them and apply in their everyday lives.” Operations Manager William Tobey is a long-time veteran of the customer experience industry. He recognizes Sitel’s in-depth training and career opportunities, noting, “Of all the companies I’ve worked with in the call center industry, Sitel is by far the best.”
Angela Wade at Sitel’s Andalusia, Alabama location commented, “I started at Sitel when I was 19 to make extra money on the weekends. That turned into an 11-year career that fulfills my needs. Thanks to Sitel, I am financially stable. I was able to buy a car, a house and have a child without worrying about my daughter’s financial needs.”
Chief Human Resources Officer, Elsa Zambrano, added, “Career path development is a foundational building block for Sitel. Through our people-first culture and an extensive investment in training, we provide wide-open opportunities for growth and career advancement, regardless of past business experience. This is a rewarding field for self-motivated individuals, and we’re excited to meet, hire, train and promote the next generation of leaders.”
Sitel’s market growth in 2014 extends beyond new career opportunities. It is consistently lauded for its continued growth, delivery of a superior customer experience, exceptional capabilities, distinguished management abilities and demonstrated leadership and excellence in implementing strategies that create value for its customers. The company also maintains a role in the Leaders quadrant of the Gartner Customer Management Contact Center BPO report.
The company was named one of the world’s best outsourcing service providers by the International Association of Outsourcing Professionals (IAOP) and honored with Stevie Awards for Sales & Customer Service from multiple business units and geographic locations. The company was also named a 2014 CRM Service Leader by CRM Magazine and recognized for Excellence in Omni-Channel Customer Engagement from Frost & Sullivan.
In 2014, the company doubled the size of its Global Sitel Work@Home Solutions™ Center of Excellence. Sitel continues to host visits by elected officials that praise Sitel for its success in stimulating economic growth and creating jobs.
“Sitel’s Experience shared environment empowers great agent experiences that enable great customer experiences. Our focus on talent development provides the best possible outcomes for everyone from our clients and their customers to our staff and shareholders,” added Quintana. “Our business continues to expand at a rapid pace, driven by the demand for outstanding customer care via multiple channels. We look forward to transforming our loyal clients’ businesses with innovative solutions and the finest team in customer care.”
Sitel welcomes new job candidates to apply online in the “Careers” section of www.Sitel.com (www.sitel.com/careers/sitel-current-job-opportunities/#.VH4p2b5Qpz4). Many of the locations will also conduct in-person job fairs. Sitel also offers a number of work at home positions (www.sitel.com/careers/work-home/).
As caring for customers becomes the differentiator that drives consumer spend, Sitel is advancing its position as a world leader in outsourced customer care innovation. With over 30 years of industry experience, Sitel’s 56,000 employees support clients with CRM contact center services that provide predictable and measurable Return on their Customer Investment by building customer loyalty, increasing sales and improving efficiency. Sitel’s global solutions include customer acquisition, customer care, technical support and social media programs. Support operations span from home based agents to 110+ domestic, nearshore and offshore centers in 23 countries across North America, South America, Europe, Africa and Asia Pacific. Sitel manages client programs on behalf of some of the best known brands in the world in 40 languages. Sitel is privately held and majority owned by Canadian diversified company, Onex Corporation. For more information, please visit www.sitel.com.