Kirk LaughlinCall-center outsourcing provider Sitel has appointed Raul Navarro as general manager for South America. In his new position, Navarro holds the responsibility for operational delivery as well as human resources and financial functions as they relate to the business of Sitel in Colombia, Chile and Brazil. Navarro will report directly to Don Berryman, general manager of Sitel Americas.
The decision to appoint Navarro was part of the new growth strategies implemented by the call center outsourcing provider in the Americas region as a result of strong growth in 2011, and the push towards continuously improving the company at every level in the important South American market.
“Raul brings to the team a wealth of knowledge and experience of growing and selling BPO business operations in the US and South America,” Berryman said. “We are excited to leverage his in-depth understanding of the BPO business.”
Navarro brings to Sitel over 20 years of senior management experience in BPO, which includes experience in consumer products, product management, executive sales, and marketing management. Prior to joining Sitel, Navarro was working with Atento as U.S. managing director and Teleperformance (News – Alert), where he was senior vice president with Teleperformance Internacional.
“My short-medium term objectives are to work with the regional Human Resources team in order to establish Sitel as a place where employees can prosper and advance organizationally,” Navarro commented in a statement.
Navarro will also work towards consolidating the credibility of Sitel’s call center outsourcing business with both the U.S. and global clients. Eventually, he aims to make Sitel an operational call center outsourcing leader throughout the region by transitioning from a product-based organization to a solutions-based approach to business. Additionally, Navarro will support growth within Sitel’s global network and ‘in country’ clients through the implementation of best practices and client-centric operations.
“I will also try to take advantage of the current boom period that is prevailing throughout the region but in particular, in the Brazilian and Colombian markets, and of course, deliver profitability and corporate value to the Company,” Navarro concluded.
Recently, Sitel talked about plans to expand to Belgrade, Serbia, in order to solidify its nearshore offering to the country. The call center outsourcing provider has plans to open a state-of-the-art customer care contact center in the Serbian capital.
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