Contact Center Solutions Manager

TASQ Staffing Solutions; Makati; On-site; PHP 781,200 - 1,116,000; Full time

Job summary

A leading staffing solutions firm in Metro Manila, Makati is seeking a Contact Center Solutions Manager. The ideal candidate will have over 10 years of experience in the contact center industry, with a strong focus on developing tailored solutions and winning RFPs. This role requires excellent project management skills and the ability to oversee all phases of solution delivery. Competitive salary and onsite work setup offered.

Qualifications

• 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.

Responsibilities

• Analyze RFPs to identify requirements and evaluation criteria.
• Develop tailored contact center solutions for each RFP.
• Lead the creation of high-quality proposal documents.
• Oversee the entire RFP response process, from submission to contract negotiations.
• Develop strategies to increase the likelihood of winning RFPs.
• Manage projects from inception to completion.

Skills

RFP Analysis

Solution Design

Proposal Development

Project Management

Technology Expertise

Education

Bachelor's degree in business administration or related field

Advanced degree (MBA or MS)

Tools

CRM

Agile methodologies

Job description

About the job Contact Center Solutions Manager

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.