Outsourcing Firm Adding 350 Jobs

Outsourcing Firm Adding 350 Jobs

Sitel Group (Sitel), a global customer experience (CX) management company, announced plans to establish a Midwest hub for CX programs in central Indiana, creating up to 350 new jobs by the end of 2020.

“Sitel choosing Indiana to establish a Midwest hub is a reflection on our state’s strong economic climate, thriving business community and talented workforce pipeline,” said Indiana Secretary of Commerce Jim Schellinger. “This company operates all over the world and had a number of options for growth even here in the Midwest. We’re extremely grateful to welcome them to Indiana, where hundreds of Hoosiers will benefit from the quality career opportunities this expansion will create.”

Headquartered in Miami, Sitel delivers omnichannel customer experiences through voice, chat, social media and more to help build brand loyalty and improve customer satisfaction. The company continues to grow its client base along with its global footprint and will invest more than $4 million to lease and equip a 42,000-square-foot facility at 9999 E. 121st St. in Fishers to house its new Midwest hub. Sitel plans to be fully operational in the new Midwest location later this fall.

Sitel offers a suite of CX solutions including training and talent management, customer experience technology and innovation solutions, tech support, analytics and consulting, and business process outsourcing. The global company employs 75,000 associates across 27 countries and is hiring and training for claims adjusters in Fishers.

“Fishers is a great city, and the caliber of talent within the community is what excites us the most about opening our newest flagship customer experience center here,” said Mike Small, CEO – Americas, Sitel Group. “When I took on the role of CEO – Americas, I knew we needed to revamp our contact center strategy to ensure we were servicing our clients in the best possible way. This meant identifying key markets that not only complements our business plan but communities in which we can plant roots and create a positive economic impact. For one of the largest financial services and insurance companies with whom we work, central Indiana is the prime location.”

Serving brands around the world from Fortune 500 companies to startups, Sitel chose Indiana for growth based on its current market and footprint strategy, focused on further expanding into complex business industries including health care, insurance and financial technology.

“Sitel’s global presence and commitment to community will be a welcome addition to Fishers business community,” said Fishers Mayor Scott Fadness. “Our shared core values in entrepreneurship and innovation make today’s announcement more than establishing their Midwest flagship operations, but also a new partnership in our efforts to make Fishers a smart, vibrant and entrepreneurial city.”

The Indiana Economic Development Corporation offered Sitel up to $2.25 million in conditional tax credits based on the company’s job creation plans. These incentives are performance-based, meaning until Hoosiers are hired, the company is not eligible to claim incentives. The city of Fishers will consider additional incentives.

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