Contact Center Solutions Manager

2 days ago

Makati City, National Capital Region, 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 environment
  • Experience with Agile methodologies and project management tools.

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