Workforce Analyst
(National Capital Reg)

Responsibilities:

* Under limited supervision, prepares and maintains statistical reports used in management decision-making. Investigates and analyzes data and decides upon alternatives to complete assignment. Assemble and assess statistical information from system database and other sources. Independently plan, prepare, and maintain business unit report critical to the Company’s success and profitability and critical to meeting our client’s expectations.

Requirements:

* Candidate must have a minimum of 5 years in mass transaction, preferably in a call center environment.

* Candidate must possess strong computer, organizational, communication, and analytical skills.

* Candidate must be highly proficient in MS Excel, Business Objects, ACD Switch Reporting; knowledge in scheduling system (eg Blue Pumpkin), preferred.

* Candidate must have the ability to collect, assess, and present large and complex information to various levels of the organization.

Sitel Ortigas
2nd Floor The Centerpoint Building
Julia Vargas Avenue cor. Garnet Road,
Ortigas Center, Pasig City 1600
Tel.: 860-0000
Fax: 634-5414

Regional Quality Director
(National Capital Reg)

Responsibilities:
Responsible for achieving quality goals for supported site(s) and account(s). Provide additional support for achieving other performance and productivity goals. Provide support to the site management team by identifying opportunities for achieving high levels of positive customer experience, and leading the process and quality efforts to achieve them. This includes hands-on data analysis and statistical process control, as well as providing direction and leadership to site analysts in this regard. Additionally, the Director of Quality is responsible for implementation and maintenance of all quality projects and programs, including the quality/call monitoring process, pilots, and design of experiments. Works with all levels of the management team, stakeholders, associates, and client representatives, including daily interaction with site leadership. Liaison between Sitel and the client for quality issues, as well as involvement with performance and policy issues.

Requirements:

Education: Four-year college degree in a business-related field or equivalent experience.

Experience Target: 8+ years industry-related experience, ideally including a combination of call center, project management and quality experience. Statistical process control, personnel management, and quality monitoring experience are preferred. Previous experience with COPC and/or Six Sigma projects is also helpful.

Skills: Project Management, problem solving, and process development skills. Research, reporting, and analytical skills, including sound ability to use PC applications (Windows, Excel, Access, Word, PowerPoint, Email and Internet). Excellent grammar, written and oral communication skills. Organizational and time management skills.

Knowledge/Abilities: Ability to work in a dynamic, fast-paced environment. Fundamental understanding of statistical process analysis. Demonstrated ability to develop productive interpersonal professional relationships and interact with all levels of internal and external clients. Solid understanding of math principles, charts, and graphs. Ability to provide direction and coaching to Process and Quality Analysts. Ability to lead and facilitate teams in quality-related activities. Strong understanding of account management and operational processes desired.

Special Certifications:  Six Sigma, COPC

Company Name :
Sitel Philippines Corporation
Industry :
Call Center / IT-Enabled Services / BPO
Type of Company :
Private Limited Company, Local Based Company
Location :
2/F Centerpoint BLdg, Julia Vargas Cor Garnett Road Pasig City 1600
Company Fax :
634-5414
WebSite :

http://www.sitel.com

Sitel Ortigas 2nd Floor The Centerpoint Building Julia Vargas Avenue cor. Garnet Road, Ortigas Center, Pasig City 1600 Tel.: 860-1111 Fax: 634-5414 Mondays through Fridays/9am until 6pm Walk-In applicants are welcome.