News : Sitel to Add 125 New Positions
Nov 19, 2013 -- On Nov. 13, Sitel announced the addition of 125 new positions to its customer call centre in St. Catharines. The jobs are full-time, permanent positions that the company says are the result of "continued growth and success" of the St. Catharines site, located on Ontario Street.
The new associates will join the team of 800 employees currently working in Sitel’s St. Catharines office, where inbound customer service representatives serve as the "voice" of a digital cable TV, telecommunications and wireless services company. Along with resolving technical issues and providing assistance with account services, Sitel St. Catharines team members assist in gathering collections and confirming billing information.
"The success and growth of Sitel St. Catharines is a reflection of the skills, work ethic and dedication of our local employees," said site director Tim Hawco. "In anticipation of more growth in 2014, we’re looking forward to adding new members as we continue to deliver exceptional customer care on behalf of our clients.
Applicants who are interested in applying in St. Catharines can apply online. Previous customer service experience and strong computer knowledge are preferred, though not required.
Sitel’s growth announcement came less than two weeks after Transcom announced it would be closing its St. Catharines location. The company, in a statement, said the closure was due to "continued unsatisfactory profitability in Transcom’s Canadian operation" and about 260 employees will be affected when the office, located in downtown St. Catharines, shuts its doors at the end of February 2014.
Calls handled in St. Catharines will be transferred to other centres across North America and the Asia-Pacific region, and as a result of the closure Transcom will also be relocating its North American headquarters to its existing Denver, CO office.
"Over the past two years, we have been successful in improving Transcom’s overall capacity utilization, with a positive impact on the company’s profitability. The optimization of our capacity utilization in all locations is key to value creation, and will always be a central priority for Transcom," said Johan Eriksson, Transcom’s President and CEO. "The decision to close our site in St. Catharines should be viewed in this context."
Posted by Veronica Silva Cusi, news correspondent
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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 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.
Published: Wednesday, November 20, 2013