Avantages
Sitel is a large company with its major shareholder being one of the largest corporations in Canada. This gives the company stability as the sharholder, Onex Corp, has an excellent track record for knowing how to manage companies. Sitel has also done well to attract Fortune 500 Companies, such as the client I work for, and as long as everyone does their job, the client is sure to stay. I like using my technical abilities and dealing almost entirely with business clients, Sitel has done well to attract a client that has almost entirely business customers that call this center for technical support.
Inconvénients
The middle management are more interested in crunching numbers and chasing KPI's rather than finding out what the customer needs. They use the numbers to "cook the books" on individual employees so that "favourite employees", which are few, are guaranteed raises and promotions while the majority are guaranteed almost no chance for additional compensation and/or movement in the company. More than a few middle managers are incompetent and do next to nothing while making their front line people do their jobs for them all while taking the credit for the great things that happen and then point the finger at the employees when the client is "supposedly" not happy with performance. The company has strict rules about bullying and yet the middle managers subtely bully employees all the time and nothing can be done about it unless an employee wants to quit or risk being fired for standing up for themselves and what is right. The management are not interested in employee feedback. They will arrange "summits" and then walk away and ignore everything said by the staff. The biggest downside is going to paid training, the seminars are shortened by at least 50% of the allocated time and employees are then expected to go back to production work while they are being paid for training. Finally, the company does not provide any retirement support.