Thursday, August 20, 2020

Sitel CPO highlights the pivotal role HR professionals play during COVID-19 at the virtual Asia CEO Forum “The Future of Work”


In photo: (Top row L-R) Richard Mills, Chief Executive Officer, Chalre Associates; Mitch Locsin, First Vice President and Sales Head, PLDT Enterprise; Cary Lagdameo, Head, Demosa Land; (second row L-R) Ruth Owen, Founder, Connected Women; Brad Sinnatamby, Global Operations Head, Orca; Gemma Gaerlan, Chief Operations Officer, EY Global Services; Lars Wittig, SVP-Asean, Regus Spaces; Haidee Enriquez, Chief People Officer, Sitel Ph-ANZ

Alongside industry experts at the recently concluded Asia CEO Forum, Haidee Cabanag Enriquez, Chief People Officer of Sitel PHANZ, and Chair of the Contact Center Association of the Phils. highlighted the need for HR leaders to be at the forefront of balancing business interest with the health and welfare of associates, and in addressing the immediate needs of the organization while steering the path towards longer-term recovery and sustainability. To ably fulfill that role, Enriquez emphasized the importance of retooling and taking time to learn new skills, reinventing the business through innovation, leveraging technology, and reviewing and realigning HR strategies, initiatives and processes.

“I believe that it is in difficult situations like the one that we are facing now that HR leadership really shines through”, Enriquez shared.

The virtual forum entitled “The Future of Work” was broadcasted to over 500 participants on social media and highlighted the latest industry developments in light of the pandemic. Business leaders showcased how they were adjusting, innovating, and revamping operations.

“This forum is exceptionally important as workers navigate working from home in these unprecedented times,” related Richard Mills, Chief Executive Officer, Chalre Associates. “We’ve learned so much about what is possible and every company has had unique experiences in this new way of working. This timely forum brings together experts from top companies in the Philippines to share their experiences and best practices in light of the current global health crisis.”

Speakers discussed new advances in work-from-home protocols, the various ways they prioritized communication between teams and boosting organization productivity. 

“It has been said that necessity is the mother of invention and that has never been more accurate than it is now. Sitel, as well as the entire BPO industry, have displayed agility and resiliency during these trying times, quickly shifting to new ways of working, collaborating, and providing services. And because of that, I am confident that the industry will emerge stronger and will continue to be a major driver of the country’s economic recovery, ” Enriquez concluded.


Sitel Group’s 90,000 people across the globe connect many of the world’s best-known brands with their customers - 3.5 million times every day. As a global customer experience (CX) management leader, we apply our 35+ years of industry-leading experience and the entrepreneurial spirit of our group’s founders to deliver omnichannel experiences through voice, chat, social media and more to customers of our 400+ clients across all verticals – from Fortune 500 companies to local startups.

Our group’s breadth of capabilities – powered by our ecosystem of experts including Learning Tribes, innso, Sitel, Sitel Insights and TSC – go beyond business process outsourcing (BPO) to support every stage of the customer journey. We are redefining the contact center and improving business results by pairing innovative solutions - such as self-care and automation - with the human touch, emotion and empathy of our people.

As a CX platform, we are powered by experts to deliver tailored CX solutions to fit our clients’ needs through our consultative, customer-centric approach adding value at every touchpoint - regardless of location, channel or time of day.

Learn more at and connect with us on Facebook, LinkedIn and Twitter.

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