Current CEO: Bert Quintana
Sitel provides call center and customer care services on an outsourced basis to businesses in a variety of industries. The company is primarily responsible for operating teleservices operations on the behalf of other companies. Sitel operates locations throughout the U.S. and in over 25 other countries. The company was founded in 1985 and is headquartered in Nashville, Tennessee. Sitel employs customer service representatives, team managers and managers in call centers worldwide. Some employees work from home through Sitel''s Work@Home program.
Customer service representatives with expertise in all business-related fields are recruited for Sitel careers. Individuals in these roles work as part of an outsourced team on behalf of a corporate or business client. They are responsible for interacting with customers on a daily basis. They provide comprehensive support services and product information to customers.
The Sitel culture values depth of knowledge and customer relations skills. The company offers comprehensive training and education opportunities to all customer service representatives. They are expected to leverage their skills on behalf of client companies. Regular performance evaluations, which may result in pay raises, are given to employees in these roles. Customer service representatives employed on a Work@Home basis are offered the same training and evaluation opportunities as their counterparts employed in call centers.
Call center personnel who show an aptitude for leadership can advance into positions as team managers. Individuals in these roles are responsible for training and overseeing specialized customer service teams. In general, teams focus on providing customer support in a particular niche. They may provide comprehensive assistance with client products. Team leaders must have demonstrable experience in the field in which they wish to lead. They work closely with customer service representatives to assure their success and development. Individuals in these roles report directly to call center managers. Talented team managers may have the opportunity to advance into call center management positions.
Call center managers are responsible for overseeing the day-to-day operations of individual locations. They are able to foster long-term careers in management while working at Sitel. Individuals in these roles are responsible for assisting their staff as they deal with customer queries and complaints. They are required to interact directly with particularly difficult customers.
All call center personnel receive competitive salaries and may earn incentive-based pay. Eligible employees also receive a Sitel benefits package that includes healthcare insurance and retirement savings tools. Many employees are able to accrue vacation pay and may be awarded paid holidays.