Welcome to our Team

Welcome Packet
Sitel Portugal
Welcome
to our
Team
Sitel Portugal
Experience shared.
Welcome Packet
Sitel Portugal
p.02
Welcome
Congratulations and welcome aboard our new Executive!
[Waiting for Content]
Introduction
Welcome to the team! We are excited to have you onboard with us.
Sitel is a Multinational Contact Center Outsourcing Provider Company. This BPO (Business Process Outsourcing)
has been growing in Lisbon for the past 20 years in a sustained and strategic way, developing projects in all
EMEA region (Europe, Middle East and Africa) and Brazil.
In Portugal we have at the moment a team of 850 associates, but the continuous growth of business demands
a constant increase of our team.
We believe Portugal is one of the best places to work, its contact center industry is one of the fastest growing
and better equipped in the world, with quality results that match the most standards.
Experience shared.
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Welcome Packet
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Our Values
The greatest potential for growth in any company is a unified commitment to high corporate values. Sitel has
defined a set of Values that represent the foundation on which we strive to achieve in all of our activities and
interactions.
Accountability
We take responsibility for our actions and accept ownership for the outcomes,
rewards and/or consequences of the results. We honor our commitments and
strive for the highest quality. We are focused on solutions and are not afraid to
take informed, responsible risk.
Integrity
We are visionary, yet realistic, in setting direction, leading by
example and involving our teams. We have high standards of ethics,
performance, and behavior in all aspects of our business relationships.
We believe that our reputation is our most valuable asset.
Open Communication
We provide an open environment in which any suggestion, idea, issue or
question receives attention with respect and courtesy. We share information
appropriately with all audiences in an open, accurate and timely manner. We
believe in the power of informed associates.
Service Excellence
We strive to exceed our clients’ expectations by delivering innovative
and effective solutions. We encourage service excellence by recognizing
and rewarding superior performance. We are steadfast in our unwavering
pursuit of excellence.
Teamwork
We encourage individual and team growth while respecting our differences.
We share ideas and skills across functions, regions and cultures, and encourage
joint efforts toward common goals. We leverage combined efforts as
appropriate to deliver added value for our clients, their customers and our
associates.
Experience shared.
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Welcome Packet
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Sitel Global Footprint
Our company footprint includes 58,000 employees with centers located across North America, South America,
and Asia Pacific originating back in 1985. There are 100+ sites located in the U.S. We service many Fortune 500
companies and/or m200+ of the leading financial, retail, communications and manufacturing companies in the
world.
61,100
Employees
108
21
Facilities
Countries
40
Revenues
$1.4b
Languages
Sitel Key Facts and Figures
Contacts
62
Countries
Global Locations
2.1M+
Interactions
everyday
Countries with facilities (21)
Brazil, Bulgaria, Canada, Colombia, Denmark, France,
Germany, India, Mexico, Morocco, Netherlands, New
Zealand, Nicaragua, Panama, Philippines, Poland,
Portugal, Serbia, Spain, United Kingdom, United States
Experience shared.
225+
Clients
Languages (40)
Albanian, Arabic, Bulgarian, Cantonese, Catalan,
Croatian, Czech, Danish, Dutch, English, Estonian,
Finnish, Flemish, French, French Canadian, Galician,
German, Greek, Hindi, Hungarian, Italian, Japanese,
Korean, Latvian, Lithuanian, Macedonian, Mandarin,
Norwegian, Polish, Portuguese, Romanian, Russian,
Serbian, Slovak, Slovenian, Spanish, Swedish, Swiss
German, Turkish, Ukrainian
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Welcome Packet
Sitel Portugal
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Our Four Pillars
Sitel combines knowledge sharing, a people-first
culture and unparalleled excellence at both the gl
obal and local level. Sitel collaborates with some
of the largest brands in the world to provide valueadd contact center outsourcing services that help
turn your cost centers into profit centers to improve
operational excellence.
Our Solutions
We are Sitel.
Delivering outstanding experiences.
Sitel collaborates with the largest brands in the world to
provide value-add contact center outsourcing services
that help turn cost centers into profit centers.
Advisory Services
With our extensive industry expertise, Sitel’s advisory
services help improves internal operations, optimize
business results and enhance customers’ experiences.
Insight Services
The foundation of our knowledge sharing is the ability
to turn business intelligence into an intelligent strategy
for businesses.
Cloud Services
Sitel’s cloud services provide a hosted environment that
enables clients to overcome the limitations of legacy
systems and contact management applications.
Omnichannel Services
Today’s mobile customer requires an agile approach to
managing interactions in a seamless way that protects
the brand experience.
Customer Engagement Services
Sitel provides contact center operations for inbound
and outbound interactions with customers across
40-languages. We support multiple voice and non-voice
interaction channels throughout the customer life cycle
of marketing, sales and service in an effort to recruit,
retain, and reward customers.
Premium Technical Support
Sitel Premium Technical Support (PTS) offers a robust
delivery platform to monetize “out-of-scope” contacts
by offering customers paid support when they have the
need.With the Premium Technical Support solutions Sitel
is creating revenue that can be shared with our clients.
Experience shared.
Knowledge
Sharing
Operational
Excellence
Global
Strength,
local
expertise
People-first
Our Culture
We outsource customer care through well training
and prepared associates. Our culture is very
dedicated, enthusiastic and customer-focused.
Our environment is high-energy, fun, exciting and
creativity in regard to satisfying our clients is always
brewing. All of our associates are well-trained and
prepared for their roles. We are very motivated at
every level or position within Sitel and the customers
often can feel, hear and see our excitement. Our
company enthusiasm and passion around servicing
our customers is contagious. Our culture has an
atmosphere that encourages teamwork and sponsors
an associates desire to grow and succeed.
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Welcome Packet
Sitel Portugal
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Our Clients
Our Awards
Working with Sitel means working with prestigious,
worldwide brands. Our clients are leading companies
who are recognized globally for their high levels of
customer service and innovation.
Receiving awards is an honor and a true testament to
the fact that Sitel is recognized as an industry leader.
However, we take greater pride in the following
examples of the success of our clients:
It’s our mission to support their activities offering the
same world-class levels of service to their customers.
APCC Portugal Best Awards
2015
Technology Travel &
Leisure
Best Contact Center
[Gold Award] 2014
Retail & Financial
Consumer Services
Gold TI & Electronica
2013
Best Selling Site Awards
Q4 2012
Best Support Site Awards
Q4 2012
APCC Best Awards Outsourcing
2011
PSG EMEA GCSO Outsourcing
Mentor Q4 2011
Experience shared.
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Welcome Packet
Sitel Portugal
Why you
should join
us in Lisbon.
Experience shared.
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Sitel Portugal
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10 Reasons
Why you should join us in Lisbon.
1. CULTURE: It’s one of the world’s great historical
cities, with characteristic and surprising sights,
cultural treasures and beautiful settings, that make
it a paradise for walkers and photographers.
2. VALUE: It’s one of Europe’s best values - officially
Western Europe’s least expensive capital.
3. LOCATION: It’s the most western European capital
and just around a 2 hour flight from all the other
major European cities.
4. CLIMATE: Its mild climate makes it an ideal
year-round destination. Even in winter, when most
other European cities are freezing, in Lisbon high
temperatures rarely go below 10C (50F).
5. RESORT: It is the only European capital located so
close to sandy beaches, enabling visitors to combine
culture with fun by the sea.
6. SIZE: It’s a compact and intimate city, ideal for a
longer work experience, with a lively café culture and
a nightlife that is one of the most vibrant in Europe.
7. VARIETY: Its surroundings offer an incredible
variety of tourist attractions, from fairytale palaces
in one of Europe’s most romantic towns (Sintra), to
surfing in Cascais or escaping to a natural park in
Arrábida, to dolphin-watching in Setúbal.
8. GATEWAY: It makes a perfect base to explore
many of Portugal’s most outstanding towns and
villages, from Évora to Óbidos.
9. SAFETY: It’s one of the safest European capitals,
where serious random violent crime is practically
unheard of in this city.
10. WELCOMING: It’s a friendly city with a
cosmopolitan population, welcoming to all visitors
and families with children, and open to minorities
and alternative lifestyles.
Experience shared.
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Welcome Packet
Sitel Portugal
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Sitel Lisbon Headquarters
Duque de Saldanha Square,
No. 1Atrium Saldanha
Building, 3rd Floor
Room i 1050-094
Lisbon
D. João II Avenue
Central Office Building, v
Lot. 1.17.03, 3rd floorv
Parque das Nações
1990-084 Lisbon
Sitel Lisbon
The Integration in SITEL Lisbon must be easy and
comfortable for the foreign recruits.
Arriving in a new country to live and work is always a
challenge. We want to make this challenge easier for
our colleagues, providing practical information about
life in Portugal.
Career
Opportunities
Sitel Portugal has a proven record of investment in
professional development and career management.
We constantly look to promote people within our
teams to fill in new leadership positions. We have
many different department which offer different
careers paths to suit every one’s ambitions. For
example, Quality, Training or Management positions.
Lisbon, “Lisboa”, is one of the best cities to live in, not
expensive at all comparing with the other European
capitals and has a huge history, according to the
Portuguese discovers. There are activities and places
to go to all ages and preferences.
We’re a very diverse team, where people are
evaluated based on their performance.
Lisbon is an illuminated city. The constant presence
of sunshine and the River Tejo transforms the
Portuguese capital into a mirror of a thousand colors
- highlighting the city’s unique architecture and
beauty.
The selection process is typically composed of the
next steps:
Recruitment &
Selection Process
CV Screening - Pre-Selection Call - Profile Assessment
RH Interview - Project Assessment
Call simulation - Final Interview with Operation Manager
The selection process is typically composed of the
next steps:
If you have a friend looking for employment that
matches the Sitel quality profile, send his/her´s CV in
English to the HR Department
([email protected]), with details of your
name and employee number.
Experience shared.
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Welcome Packet
Sitel Portugal
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Human Resources
Team
Documentation
Recruitment & Selection
We are at your service for answering your questions,
guiding you through the selection process, and
welcoming you to our team in Lisbon.
• Arnaldo Sá
• Hugo Rodrigues
• João Santos
• Miriam Oliveira
• Sebastian Couzens
• Filipa Grazina
• Cristina Teófilo
Fiscal number (VAT nº - Taxes):
General contact:
[email protected]
Welcome & Support
Will give you all the support necessary to help you
get your legal documents and find accommodation
in Lisbon.
Administrative Support
This team will give you all the support regarding
contracts, payroll and all live employee cycle.
• Cristina Borralho
• Elisabete Leitão
• Maria Falcão
You need to get in Portugal.
To find the Portuguese VAT Number you must go to a
place called LOJA DO CIDADÃO (Citizen shop). If you
do not have time do get it before your 1st day at Sitel,
please let us know – you can reach out to your HR Team
or the recruiter who assisted you.
Proof of Address:
Present a Rental contract or go to the Junta de
Freguesia from your residence area (Parish council) and
ask for a proof of residence (Comprovativo de morada).
If you do not have a contract you may be requested to
fill a document and have it signed by two Portuguese
witnesses that live in the same Freguesia (Parish). List of
all Parish councils in Lisbon (Juntas de Freguesia):
http://www.cm-lisboa.pt/municipio/juntas-de-freguesia
Bank account (Cf. p.30)
Social security number:
With your Portuguese VAT number, Sitel can provide
your Portuguese Social Security number.
General contact:
[email protected]
Documentation
To sign a Labor contract with us it is essential to
present the following original documents:
Bring from your country:
• Valid ID or passport
• Degree Certificate
• References letter (last 3 years)
• Original and valid Criminal Record
• European Health Card
• Work permit (for citizens outside EU only)
Experience shared.
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Welcome Packet
Sitel Portugal
Travel
Arrangements
Lisbon’s airport is the city’s main international
gateway and all overland connections are of course,
through Spain.
p.11
Casa Alfacinha
www.casaalfacinha.com
Please Check “Rules & Conditions”. In “Booking”
area, fill the forms and write at the “Comments” that
you are a SITEL Employee.
Or send an email to: [email protected]
There are international airports at Lisbon,
Oporto and Faro, and carriers operating
scheduled international services.
Moreover, there are several low-cost
airlines which operate several routes all
around Europe (e.g. Easy Jet, Vueling,
German Wings, Ryanair). To find a cheap
flight you can go to www.edreams.com
Other Options:
Buses are slower and less comfortable
than trains, but cheaper - especially for
under-30, students or seniors. Two of the
options for European long-distance bus
travel are Eurolines and Busabout.
CFS:
http://www.clickflatshare.co.uk/Lisbon/
Daily international trains run between
Paris-Lisbon (Sud-Express). There are two
standard long-distance rail journeys into
Portugal. Both take the TGV Atlantique
from Paris TGV to Portugal, crossing
Hendaye/Irun (Spain) and continuing to
Coimbra and Lisbon.
Accommodation
Sharing a flat with other persons is very common
in Lisbon. A room, with all the expenses included,
usually is around 250/350 € in the city center. We
have some partnerships with discounts to rent a
room in a shared apartment in the city center.
Quartos & Quarto
www.quartoequartos.com
All costs are included in the final price (internet, cable
TV, electricity, water, gas and weekly maid)
Email: [email protected]
Phones: +351967442497 /+351912107902
Elias Garcia Residence
They have several apartments in Lisbon all well
located, with different sizes and prices.
Email: [email protected]
Phone : +351 961874631 or
+351 214016666.
Experience shared.
B-Quartos:
http://www.bquarto.pt/?a=&linga=uk
Craigslist:
http://lisbon.en.craigslist.pt/hhh/
The Lisbon Travel House:
http://www.travellershouse.com/th/hostel.html
Lisbon Chillout Hostel:
http://www.lisbonchillouthostel.com/
Bank Account
& Cost of Living
It is mandatory to have a Portuguese Bank account
in order to receive your Salary.
The procedure to open a bank account is quite
simple. You will need:
• ID card or Passport
• Proof of address in Portugal
• Portuguese VAT (fiscal) number Work
• Work contract or a LOI (Letter of Intention)
Portugal remains less expensive than most
other Western & Northern European countries.
In particular, rents, food & primary goods, and
entertainment are reasonably cheap
• Basic meal: 6 €
• A coffee: 0,6 €
• Average restaurant: 10 € • 1 Liter of milk: 0,6 €
• A beer: 1,0 €
• A bread: 0,2 €
Sitel has a partnership with ActivoBank..
ActivoBank’s concept is simple, with no compromises
or charges, which means that there are no annual
fees for the cards (credit & Debit) and no account
maintenance fees.
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Welcome Packet
Sitel Portugal
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Transportation
http://www.transtejo.pt/pt/homepage/
https://www.fertagus.pt/
http://www.metrolisboa.pt/eng/
https://www.cp.pt/passageiros/pt
http://www.metrolisboa.pt/eng/
http://www.rede-expressos.pt/default.aspx
http://carris.transporteslisboa.pt/en/home/
Experience shared.
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Welcome Packet
Sitel Portugal
“My affection hath
an unknown bottom,
like the Bay of
Portugal.”
- William Shakespeare
Experience shared.
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Welcome Packet
Sitel Portugal
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Health
Leisure
Portuguese Public System
General information on Portuguese cultural
attractions can be found on VISIT PORTUGAL
www.visitportugal.com, the official portal for
Portuguese tourism.
In order to benefit from these services, the citizens
falling in the category mentioned above need to
show the EHIC (European Health Insurance Card).
Third Country citizens, who have been residing in
Portugal for more than 3 months (90 days), may
wish to apply for the National Health Service Card
(Cartão do Utente do SNS - www.dgs.pt). The card
is free of charge and gives you access to Portuguese
Public Health Service. The card can be obtained in
local Health Centres (Centros de Saúde or in any Loja
do Cidadão).
• Major events in Portugal
http://www.visitportugal.com/pturismo/Eventos/
Eventos.aspx?Action=Search
• Major events in Lisbon:
www.agendalx.pt : http://lecool.com/lisboa
This is what you need to register at a Medical Center
(Centro de Saúde):
• Places to visit in Lisbon:
http://www.lisbonlux.com
• Identity card – (ID or Passport)
• Proof of “residence” (in Portuguese:
Comprovativo de morada)
• Social security number (in Portuguese : Número
de Segurança Social)
Random Popular Places
Portuguese Public System
For all Sitel employees with seniority above 6 months
(with two months of withdrawal), Sitel provides a
private heath insurance from Médis (www.medis.pt)
and you benefit a huge set of advantages.
When you complet 6 months with us, Sitel will start
the application process with you. For any matter
relating the health insurance please contact us
thought the following email: [email protected]
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Castelo de São Jorge
Jardim da Estrela
Aqueduto das Águas Livres
Palácio Nacional de Sintra
Igreja de Santa Engrácia
Rua Augusta
Praça do Comércio
Torre de Belém
Rossio
Museu do Fado - Alfama
Red Tour GPS Electric Move
Gocar Tours Lisbon
There are grace period of 60 days for the ambulatory
clinic (medical appointments and exams) and 90
days for the hospital care. After this period you can
benefit all advantages.
Experience shared.
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Welcome Packet
Sitel Portugal
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Key Contacts and
Helpful Links
Particulars Contacts:
Sitel University
https://www.siteluniveristy.com/maestroc/dsp.login.cfm
Laurent Ramos – Contact:
[email protected]
+351 939797927
Globe Newsletter
http://globe.sitel.com/
Globe Portal
https://globeportal.nac.sitel-world.net/default.aspx
IT Help Desk
http://itsmc.nac.sitel-world.net/SMC
U.S corporate office
Two American Center
3102 West End Avenue
Suite 900
Nashville, TN 37203
Phone: 1.615.301.7100
Sales and Marketing: [email protected]
Human Resources: [email protected]
W@H Human Resources: [email protected]
Investor Relations: [email protected]
Luís Alho – Contact:
+351 919716258/+351 965495336
Welcome &Support:
To find more help you can always send an email to:
[email protected]
© Copyright Sitel Corporation 2015
Produced in the United States of America
May 2015, version 1.0
All Rights Reserved
Sitel is a world leader in outsourced customer care
services, providing our clients with predictable and
measurable return on customer investment by building
customer loyalty, increasing sales and improving
efficiency.
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