Contact Center Solutions Manager

Key skills
Contact Center Technology
RFP
Proposal Writing
Solution Design
Proposal Development
Project management
Client Management
Bachelor's Degree
MBA is preferred
Agile methodologies

Job title: Contact Center Solutions Manager
Similar role: IT Solutions Architect but instead of IT Solutions, it is for Contact Center
Work Setup: Onsite in Ayala
Shift: Shifting Schedule
Role Type: Individual Contributor
Salary: Max of 200k per month
Benefits: HMO(300k per illness/year; no free dependents), PTO Credits of up to 30days on their 5th year, Life and Accident Insurance

Overview:

Manager, Contact Center Solutions will be responsible for leading and managing the development of comprehensive and compelling responses to Requests for Proposals (RFPs) related to contact center solutions. This role will require a deep understanding of contact center technology, industry trends, and proposal writing best practices.

Key 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.
• 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.