
Contact Center Solutions Manager
2 days ago
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 environment
- Experience with Agile methodologies and project management tools.
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