Contact Center Solution Design Lead

Infosys BPM Philippines; Taguig; On-site; PHP 1,200,000 - 1,800,000; Full time

Benefits offered by this job

Quarterly performance bonus

Job summary

Infosys BPM Philippines seeks a Solution Design Manager to lead end-to-end client interactions, analyze market insights, and convert them into compelling service offerings. The role focuses on driving continuous improvement and shaping solutions in the BPM space.

Required are 10–15 years in BPO/BPM with managerial customer service experience and proven solution design experience in contact centers. Onsite work at BGC Taguig is expected.

Qualifications

• 10–15 years BPO/BPM experience in a managerial role.
• Prior solution design experience in the contact center industry is mandatory.
• Willingness to work onsite at BGC Taguig.

Responsibilities

• Lead client interactions (TIG, Transition, Transformation) and tailor solutions.
• Perform market analysis and develop competitive intelligence inputs.
• Drive continuous process improvement to meet project goals.
• Create Statements of Work and define contract terms for solutions.
• Develop collaterals for internal and external stakeholders.
• Define service market and solution strategy with pricing and operating models.
• Develop customized solutions to deliver differentiated value.

Skills

Customer service management

Solution design

BPO/BPM experience

Contact center domain

Job description

Infosys BPM Philippines seeks a Solution Design Manager to lead end-to-end client interactions, analyze market insights, and convert them into compelling service offerings. The role focuses on driving continuous improvement and shaping solutions in the BPM space.

Required are 10–15 years in BPO/BPM with managerial customer service experience and proven solution design experience in contact centers. Onsite work at BGC Taguig is expected.