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Sitel brings jobs closer to applicants in North and Central Luzon


As social distancing and stringent health and safety protocols take precedence due to COVID-19, businesses continue to shift existing processes into new ways of working. Sitel, a global business process outsourcing (BPO) firm, is implementing
Sitel at Home solutions for broader work-from-home capabilities, launching virtual recruitment, and providing new and innovative online avenues for training, development, and employee engagement. The company’s latest effort is the launch of Sitel MAXhubs in North Luzon, bringing more jobs to aspiring BPO professionals.

Sitel MAX – or My Associate Experience – is a program launched by Sitel to enhance the employee experience to get the best customer experience. It is a global digital community dedicated to listening to Sitel’s people and crowdsourcing innovative ideas and best practices. The success of the MAX program as a platform for social collaboration and ensuring steady communication and transparency between teams has been crucial while establishing successful remote working arrangements during the pandemic. Now, Sitel takes Sitel MAX to the next level with the pilot launch of Sitel MAXhubs in Northern Luzon. 

Sitel APAC COO Ravi Iyengar on the launch of the Sitel MAXHub in Dagupan City

“As we navigate the uncertainties of COVID-19, we realize that we can’t just remain in our current locations,” said Ian Zafra, Vice President for Operations, Sitel Baguio. “We are expanding our recruitment, training, and IT tech offices in North Luzon to surrounding key locations around the region through our MAXhubs.”

Launching in June 2020, Sitel MAXhubs will bring the Sitel experience closer to potential BPO professionals in North Luzon provinces that are not near company headquarters in Baguio and Tarlac. Through the Sitel MAXhubs, aspiring professionals in these provinces have a convenient location to facilitate recruitment, onboarding, and technology and equipment distribution for Sitel at Home arrangements. 

MAXhubs also provide learning and development resources and tools. Each hub will have a resident Sitel MAXpert (MAX Expert) on hand as well as representatives from Human Resources and Learning and Development.

“I believe this is a first in the region of an expansion of this kind, for a BPO of Sitel’s size and scope,” Zafra shared. “With stringent protocols in place to protect data and provide security for our clients, Sitel at Home has become a strategic focus area for Sitel in 2020 as we navigate the realities of the pandemic. In Baguio, we have successfully implemented work-from-home arrangements for close to 3,000 associates. With the launch of these MAXhubs, we’re able to effectively reach more people outside Sitel HQ cities.”

As the pilot program launches in June, Sitel is expecting to onboard over 150 new associates through the first hubs opening in Urdaneta, Dagupan, San Fernando, and Cabanatuan with

in the first month. In the weeks following, more hubs will be activated in Vigan, Laoag, Iligan, and Bayombong.

Even through changing times, Sitel is committed to providing new avenues to transform and renew policies and programs that enhance the employee experience and deliver exceptional customer experiences.  

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