Job Description

Manager for BPO Presales

PRINCIPLE ACCOUNTABILITIES:

- To manage end to end RFP stages:

- Skill set performance

- Solution Design for the deal. Plans and implement the Operational Strategy by setting the

- right objectives for the deal / RFP through various stages

- Communication Skills. Influence Business Deal / RFP to client / customer.

- Business Acumen

- Mining / Farming for new prospects client / customers.

KNOWLEDGE, SKILLS & COMPETENCIES REQUIRED:

- Core Skills & Competencies

- PMO trained or certified - have complete domain knowledge of running projects in telecom Business Acumen

- Must have thorough knowledge of the products, processes & systems within the company and outside

- Must have good knowledge & understanding of compliance & regulatory guidelines to drive contact centre compliance with all quality measures & regulatory obligations

- Must have thorough knowledge of company policies, organization policies & guidelines

- Must have a clear idea and a fair understanding about the deal / RFP.

Customer Focus:

- Consistently place a high value on customers (internal and external) and all issues and factors that relate to customer experience/ stakeholder expectations and needs

- Should have the ability to have difficult conversations with stakeholders constructively

- Analytical Thinking & Decision Making Skills

- Clearly defines problems. Considers all the facts and alternatives available. Is willing to make firm and speedy decisions. Demonstrates objectivity and high quality in decision-making.

- Ability to establish facts and develop conclusions and recommendations following detailed assessment and analysis

- Ability to make, communicate and deploy decisions related to people and processes and to control, monitor and evaluate the effectiveness of the decisions implemented Flexibility/ Resilience

- Adapts effectively to changing plans and priorities

- Is able to follow a collaborative approach with people at different levels or working style

- Is able to cope with highly stressful work environment and difficult stakeholders and demands.

Experience:

- Excellent track record during past work experience

- Proven experience in achieving targets against budget Understanding of the interdependencies between departments to ensure smooth inter department engagement and coordination

- Experience in a Customer facing environment

- Experience in a multi - channel Contact Centre

- Experience in a technology or communications background

IIM Jobs