Sitel, a leading global customer service provider, will be expanding their Milford location, adding 100 jobs by June 16. The company provides inbound call center support for a global retailer, as well as a specialty coffee and tea roaster through telephone calls and email. The expansion is due to naturally occurring growth in the customer service industry.
“We are a customer service call center,” said Kristen Zuhr, Site Director at the Milford location. “We are not telemarketers, there are no sales calls. It is a great program because you can satisfy the customer’s needs.” Ms. Zuhr said that although the company does provide email support to clients, the new positions will be for telephone support, as the company plans to expand their voice business.
The company is accepting applications through the Careers section of their website at Sitel.com or those interested may visit the Milford center, located in the old Walmart building next to Food Lion between the hours of 9 am and 4 pm. Previous customer service and strong computer skills are preferred.
“We will hold our first training on June 2 with two classes of 25 students,” Ms. Zuhr explained. “Additional training will begin on June 16 with two additional class of 25 students, bringing us to 100 additional employees. Right now, our hours are from 8 am until 11 pm, Monday through Friday and from 9 am until 7 pm Saturday and Sunday. However, those hours are subject to change based on our client needs, so we need staff who are flexible in scheduling. We try to keep standardized shifts, but we sometimes must make adjustments.” Ms. Zuhr said that better shift hours are given to those with good performance.
Ms. Zuhr also explained that Sitel prefers to hire from within, promoting call center agents who demonstrate outstanding work ethic and skills into supervisory positions. She says the company will need to add coaches and mentors with the new staff.
“There are many advancement opportunities here at Sitel,” Ms. Zuhr said. “Our supervisor staff were originally call agents, so there is substantial opportunity for personal growth.” Ms. Zuhr said that the company is pleased to provide this economic boost to Milford, and that they have been in contact with legislators, city officials, as well as the Governor’s office to inform them of the expansion in Milford.
Sitel has been in business for over 30 years, providing global solutions related to customer acquisition, customer care, technical support and social media programs. There are more than 110 domestic, nearshore and offshore centers located in 23 countries around the world. The company is privately held and the majority owned by Onex Corporation, a Canadian diversified company.