Experience:
1-3 years of experience
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Employment Type:
Full time
Posted:
8/5/2016
Job Category:
Customer Service
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IT Service Management Business Analyst
Sitel | Phil Campbell, Alabama
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Job Description

SUMMARY OF ROLE

  • Proactive problem management through trend analysis and incident elimination within IT Service Management.
  • Responsible for eliminate re-work, provide cost savings, increase revenues and increase client/customer satisfaction within the sites.
  • Identifies opportunities/issues, defines and manages problems.
  • Defines the organizational structure of problems and the interfacing with the functional work streams associated with tasks.
  • Directs and controls all work performed within the problem framework and has the authority for problem element's task assignment and schedule(s).
  • Responsible for daily communications and formal problem reviews with all stake holders.
  • Recommends solutions and controls, and implementing approved recommendations.
  • Ensures accurate quality measurements and tools are implemented within infrastructure.

EXPERIENCE TARGET

  • Two (2) years of demonstrated use of Lean Sigma, Six Sigma, Project Management tools and methodologies, or equivalent experience. Green Belt required, black belt preferred

EDUCATION

  • College degree in a business-related field or equivalent experience.

About Sitel

SITEL Corporation (SITEL) is engaged in providing business process consulting, outsourcing and technology to clients in the automotive, consumer, financial services, government, insurance, technology, telecommunications, travel and utility sectors. SITEL specializes in designing, implementation and operation of multi-channel contact center solutions. The Company provides customer acquisition, customer care, technical support and risk management services on an outsourced basis, as well as operational and information technology professional services for both outsourced and in-house contact centers. (Source: 10-K)