Contact Center Solutions Manager

7 days ago


Ayala Alabang, National Capital Region, Philippines Neksjob Philippines Full time
Contact Center Solutions Manager

Join Neksjob Philippines in shaping the future of customer experience.

As a Contact Center Solutions Manager, you will be responsible for developing and implementing tailored contact center solutions that meet the specific needs and objectives of our clients. Your expertise will be crucial in analyzing RFPs, designing solutions, and leading the creation of high-quality proposal documents. You will also oversee the entire RFP response process, from initial submission to contract negotiations, and develop strategies to position our organization as the preferred vendor. Additionally, you will be responsible for project management, ensuring successful delivery within budget and timeline. Your strong technical background and ability to work effectively in a fast-paced environment will be valuable assets to our team.

Key Responsibilities:

Analyze RFPs to identify requirements, evaluation criteria, and potential challenges.

Develop tailored contact center solutions that address the specific needs and objectives of each RFP.

Lead the creation of high-quality proposal documents, including executive summaries, solution overviews, service descriptions, and pricing structures.

Oversee the entire RFP response process, from initial submission, solution read-out, bid defense to contract negotiations.

Develop strategies to position the organization as the preferred vendor and increase the likelihood of winning RFPs.

Project Management: Oversee projects from inception to completion, ensuring successful delivery within budget and timeline.

Technology Expertise: Stay up to date with emerging technologies and their potential applications within varied contact center domains.

Liaison with cross-functional teams (e.g., sales, delivery, subject matter experts) to ensure accurate and compelling proposal content.

Build and maintain strong relationships with clients, acting as a trusted advisor and partner.

RFP Metrics: Track RFP response metrics and analyze performance to identify areas for improvement.

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.

Strong analytical and problem-solving skills.

Ability to work effectively in a fast-paced and dynamic environment.

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.

Additional Considerations:

Industry Certifications: Certifications in relevant areas, such as Six Sigma or ITIL, can be beneficial.

Customer-Centric Mindset: A deep understanding of customer needs and a passion for delivering exceptional experiences.

Technical Aptitude: A strong technical background to effectively collaborate with development teams and understand technology solutions.

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