Careers
Customer Service Engineers
Male
or Female at least 25 years old
Graduate of BSME or BSChE, with pleasing personality
With at least 2 years sales or marketing experience
Must have good presentation skills; excellent
customer orientation
Willing to work anywhere in Luzon
Must have a driver's license
Salary commensurate to experience and qualifications
Send applications to PSQ website.
CAREER OPPORTUNITIES IN SITEL, PHILIPPINES
Interested parties may send their latest CV to Mike Sibayan (APAC Director for Continuous Improvement: michael.sibayan@sitel.com)
Process Improvement Program Manager (PIPM)
Location: Sitel Pioneer Site, Mandaluyong City (1)
Reports to: Site Director
SUMMARY of Primary Job Responsibilities:
Represents and encourages a continuous improvement culture within the site. Responsible for Lean/Six Sigma projects that eliminate re-work, provide cost savings, increase revenues and increase client/customer satisfaction within the site. Identifies opportunities/issues, defines and manages continuous improvement projects using the Lean Sigma/DMAIC framework. Defines the organizational structure of the project and the interfacing with the functional work streams associated with project tasks. Directs and controls all work performed within the project framework of the DMAIC phases, and has the authority for project element's task assignment and project schedule(s). Responsible for daily communications and formal project reviews with both the project sponsor and project tollgate review team. Recommends solutions and controls, and implementing approved recommendations. Ensures accurate quality measurements and tools are implemented within campaigns.
QUALIFICATIONS:
Education (if beyond High School or equivalent): College degree in a business–related field or equivalent
experience.
Experience Target (in this job or a related function/field): Two years of contact center management experience and one year of demonstrated use of Lean Sigma, Six Sigma, Project Management tools and methodologies, or equivalent experience.
Skills: Strong analytical and project management skills with the ability to manage multiple tasks simultaneously, resolve problems and present appropriate business solutions and recommendations. Strong interpersonal skills demonstrating the ability to work independently and with a cross functional team. Excellent technical (Minitab, MS Project, Word, and Excel) and math/statistical skills.
Knowledge/Abilities: Strong understanding of the call center industry and operations. Ability to work in a
dynamic, fast-paced environment. Understanding and ability to use statistical process analysis. Demonstrated ability to develop professional relationships and interact with all levels of internal and external clients. Understanding and ability to use math principles, charts and graphs.
Special Certifications: Lean Sigma or Six Sigma Green Belt training or certification preferred.
Travel Required (typical % of time, scope of travel--U.S. or international, special issues): Minimal.
Regional Quality Director (RQD)
Location: Manila Region (1) , North Region (1)
Reports to: SVP, Operations
SUMMARY of Primary Job Responsibilities:
Represents and encourages a continuous improvement culture within the region. Responsible for the implementation and governance of Sitel’s continuous improvement programs and standards. Conducts complex Lean/Six Sigma projects that eliminate re-work, provide cost savings, increase revenues and increase client/customer satisfaction within the site. Trains and mentors Lean Sigma Champions, PIPMs, Green Belts and Yellow Belts in the region.
Defines opportunities/issues, prioritizes, defines and manages continuous improvement projects with the Regional VPs, DAOs and Site Directors using the Lean Sigma/DMAIC framework. Directs and controls all work performed within the project framework of the DMAIC phases. Responsible for regular communications and formal project reviews with both the project sponsor and project tollgate review team. Manages and tracks training and certification progress within the region.
Works with all levels of the regional and site management team, stakeholders, associates, and client representatives, including regular interaction with site leadership. Liaison between Sitel and the client for all quality issues, as well as involvement with performance and policy issues.
QUALIFICATIONS:
Education (if beyond High School or equivalent): College degree in a business–related field or equivalent experience.
Experience Target (in this job or a related function/field): Three to five years of contact center management experience and two year of demonstrated use of Lean, Six Sigma, Project Management tools and methodologies, or equivalent experience.
Skills: Strong analytical and project management skills with the ability to manage multiple tasks simultaneously, resolve problems and present appropriate business solutions and recommendations. Strong interpersonal skills demonstrating the ability to work independently and with a cross functional team. Excellent technical (Minitab, MS Project, Word, and Excel) and math/statistical skills. Strong leadership and mentoring skills
Knowledge/Abilities: Strong understanding of the call center industry and operations. Ability to work in a dynamic, fast-paced environment. Understanding and ability to use statistical process analysis. Demonstrated ability to develop professional relationships and interact with all levels of internal and external clients. Understanding and ability to use math principles, charts and graphs. Ability to provide direction and coaching to Lean Sigma specialists/resources (i.e, Champions, Green Belts and Yellow Belts). Ability to lead and facilitate teams in quality-related activities. Demonstrated ability to conduct Lean Sigma Green Belt trainings.
Special Certifications: Lean Sigma or Six Sigma Black Belt training or certification preferred.
Travel Required (typical % of time, scope of travel--U.S. or international, special issues): 20% - 70% of the time within the regional scope of support
About Sitel Philippines
Our Philippines' contact centers offer world-class customer management services and flexible, high-quality customer support outsourcing solutions.
We manage a diverse range of support processes, including:
- Inbound and outbound voice support (sales support, lead generation, customer service, B2B consumer support and level 1 & 2 technical helpdesk)
- Non-voice customer support (e-mail, chat, fax)
- Automated customer support
Sitel's business strategy includes building long-term client relationships, capitalizing on our expert response team in the Philippines and leveraging our depth of relevant experience from Filipino talents. Our proven success is largely dependent upon the years of contact center experience, direction and guidance of the local management team assembled from around the world. Our current client roster is composed of a marquee list of industry leaders, primarily Fortune 500 and FTSE 500 companies representing diverse verticals such as Technology, Financial Services, Communication, Healthcare, Media and Entertainment, Travel and others.
Sitel continues to develop our highly demanded offshore delivery model, expanding with new locations in the established Philippines market. Other locations in the Philippines, also known as new wave cities, are earmarked for future expansion.
Services Provided:
- Acquisition and Sales
- Back Office Services
- Collections
- Customer Care
- Technical Support
Awards Received:
o Outstanding Employer for Large Enterprise Category (awarded during the 14th Philippine Economic Zone Authority (PEZA) Recognition Day last April 2009)
o BPO Company of the Year (awarded by the International ICT Awards - Philippines last March 2008)
o 1st CSR Excellence Award (awarded by the American Chamber of Commerce Philippines and American Chamber Foundation Philippines last November 2007)
o Family Health Excellence Award (awarded by the Baguio Center for Young Adults, Inc. (BCYA), Private Sector for Mobilization for Family Health (PRISM) and the United States Agency for International Development (USAID) last March 2008)
For more details, visit http://www.sitel.com
