It's crazy to me that David Bradbury is still shoving Sitel under that bus instead of claiming responsibility for his failure. Is he hoping for a golden parachute here or is the organization so rotten that they cannot admit fault?
Cubicle farms, unprofessional managers constrained by ops managers who play favorites, and fiefdoms.
Why? There are only two positions at Sitel: On the phone, or off, and no one who has ever gotten off the phone wants to ever go back, so their relations between Ops and Team Managers are always strained.
In a word, at Sitel crap rolls down hill and collects there until it drowns you.