Contact Center Solutions Manager

4 days ago

Makati, Philippines TASQ Staffing Solutions Full time

About the job Contact Center Solutions Manager Work Setup: Onsite Shift: Shifting Schedule Responsibilities RFP Analysis: Analyze RFPs to identify requirements, evaluation criteria, and potentialchallenges. Solution Design: Develop tailored contact center solutions that address the specific needsand objectives of each RFP. Proposal Development: Lead the creation of high-quality proposal documents, includingexecutive summaries, solution overviews, service descriptions, and pricing structures.RFP Response Management: Oversee the entire RFP response process, from initialsubmission, solution read-out, bid defense to contract negotiations. Win Strategy Development: Develop strategies to position the organization as the preferredvendor and increase the likelihood of winning RFPs. Project Management: Oversee projects from inception to completion, ensuring successfuldelivery within budget and timeline. Technology Expertise: Stay up to date with emerging technologies and their potential applications within varied contact center domains. Qualifications Bachelor's degree in business administration, or a related field. Advanced degree (MBA or MS) preferred. Minimum 10 years of experience in the Contact Center industry, with 5 years in solutions role. Proven track record of delivering successful contact center solutions and projects. Strong understanding of contact center technology, services, operations, and best practices. Excellent writing, communication and presentation skills. Desired Skills Experience in developing RFP responses for large, complex projects. Experience with contact center technologies and platforms (e.g., ACD, IVR, CRM). Knowledge of customer experience metrics across channels in a contact center environment Experience with Agile methodologies and project management tools. #J-18808-Ljbffr

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