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Vice President, Operations

Req ID#:  329170


Vice President, Operations


Learn, Lead & Grow at Sitel Group



We believe experiences are everything and that happy associates are successful ones. That is why we give our people the tools and the freedom to learn, grow, have fun and be themselves. As one of the largest global providers of customer experience (CX) products and solutions, Sitel Group® empowers brands to build stronger relationships with their customers by creating meaningful connections that boost brand value. 


With 160,000 people around the globe – working from home or one of our CX hubs – we securely connect best-loved brands with their customers over 8 million times every day in 50+ languages. Whether digital or voice-based, our solutions deliver a competitive edge across all customer touchpoints. Our award-winning culture is built on 40+ years of industry-leading experience and commitment to improving the employee experience.  

You Will


As the Vice President, Operations you will lead the operational delivery of one of our Sitel Group North America portfolios.  You will have a unique opportunity to build the Sitel Group culture with a team of up to 4,000 colleagues and will manage a portfolio of up to ~$200,000 in revenue.  You will be a key leader in making strategic operational decisions that will result in exceeding our customers’ expectations. 



Operational Effectiveness


  • Build strategies to execute growth initiatives that will enhance profitability, productivity and efficiency.
  • Analyzes operating results to establish objectives and drive solutions. 
  • Influences and guides stakeholders and other colleagues to drive business results.
  • Works with leaders across the organization to understand, influence and implement service strategies that support new products and services.
  • Communicates effectively with customers to understand service needs & problems.
  • Partners with customers to produce clear, cohesive, and consistent representation of operational delivery to our customers & leadership.
  • Ability to plan for rapid growth, effectively managing costs and managing change with our customers.
  • Standardization of business processes across service delivery footprint.
  • Drives innovation to enhance our customer’s satisfaction.
  • Understands contractual obligations to ensure accurate process across the operations.




  • Engages in open communication, connects with team members to develop mutual trust.
  • Focus on team development, building talent pipeline and operational skills training.
  • Positively represent Sitel Group with employees & customers.

You Have


  • Bachelor’s Degree or equivalent work experience
  • 10+ years of Contact Center Operations experience required
  • 5+ years working in/with a BPO 
  • Deep understanding of contact center operations and how to achieve key performance metrics
  • Advanced proficiency with Workforce Management Operations and platforms
  • Ability to travel domestically in the US up to 50%

Our Perks


Competitive salaries, benefits, 401K contribution matching and paid time off.

Onsite and remote work at home available (depending on the market).

Fun and engaging company-wide initiatives, including our SitelFit wellness program.

Growth opportunities through various development programs.

Employee discounts.

Casual dress code.

Excellent work culture.


Join the #SitelLife


GAIN STABILITY, EXPAND POSSIBILITIES. We celebrate successes and reward our people for their hard work every day. We offer benefits to keep you healthy and happy, such as paid time off. Plus, fun perks like employee discounts.  


GROW AS YOU GO. We invest in you with internal programs, training, and initiatives to develop your skills and help you reach your goals. We promote from within. We provide you with the tools, skills, and resources to develop professionally and personally. You choose where you want to go; we help you get there.  


WORK TOGETHER TO MAKE AN IMPACT. We strive to make the world a better place and empower others to do the same. We are mission-driven -and we leverage the power of our people to make a positive impact in the communities in which we live and work.  


BE BOLD, BE YOU. #SitelLife represents our commitment to our people - to YOU. It's about coming exactly as you are. We empower everyone to live their truth, be themselves and use their voice -and we give them a platform to do so.  


MAXIMIZE YOUR EXPERIENCE. We value open, honest, and constructive conversation. We encourage you to speak up -and we listen when you do. Through MAX, our global community, we leverage our people's innovative ideas, experiences, and feedback to shape and drive the future of Sitel Group®.  



Our talent is our strategic differentiator. By bringing together diverse perspectives through our people and ideas, we foster an environment where people belong, all voices are heard, and everyone is vital and can contribute their best work. Sitel Group® is proud to be an Equal Opportunity workplace.

Vice President, Operations

Job Segment: Executive, VP, Operations Manager, BPO, Management, Operations

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