Contact Center Solutions Manager

2 weeks ago

Makati, Philippines TASQ Staffing Solutions Full time

Work Setup: Onsite  Shift: Shifting Schedule Responsibilities: RFP Analysis: Analyze RFPs to identify requirements, evaluation criteria, and potential challenges.Solution Design: Develop tailored contact center solutions that address the specific needs and objectives of each RFP.Proposal Development: Lead the creation of high-quality proposal documents, including executive summaries, solution overviews, service descriptions, and pricing structures. RFP Response Management: Oversee the entire RFP response process, from initial submission, solution read-out, bid defense to contract negotiations.Win Strategy Development: 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. 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 environmentExperience with Agile methodologies and project management tools.

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