Role Objective
The Consultation & Pre-Sales Supervisor will play a pivotal role in driving new business growth by reviewing RFPs (Requests for Proposals), developing tailored customer experience solutions, and conducting consultation activities with prospective clients. This role is business-focused within the BPO/contact center industry and does not involve IT infrastructure, networking, or cybersecurity responsibilities. The position ensures that e& CX Solutions is positioned competitively in the BPO market by aligning client requirements with innovative service offerings, operational capabilities, and CX excellence frameworks.
Key Responsibilities
- Review, analyze, and respond to new business RFPs, ensuring alignment with client requirements and internal capabilities.
- Prepare pre-sales proposals, presentations, and solution documents tailored to client needs.
- Conduct consultation sessions with clients to understand challenges, objectives, and expectations.
- Collaborate with operations, WFM, quality, and technology teams to design cost-effective and scalable CX solutions.
- Provide insights on market trends and competitive positioning to strengthen solution design.
- Support commercial teams in client negotiations by presenting operational and CX expertise.
- Ensure proposals highlight value-added elements such as digital, AI, and CX-driven transformation.
- Maintain a knowledge base of best practices, benchmarks, and case studies to support pre-sales activities.
Qualifications & Experience
- Bachelor's degree in Business, Communications, or a related field.
- 4–6 years of experience in pre-sales, solution design, or business consulting within the BPO/contact center industry.
- Strong understanding of RFP processes, client engagement, and commercial frameworks.
- Knowledge of BPO operating models, CX performance metrics, and digital/AI-enabled customer experience solutions.
- Excellent communication, presentation, and stakeholder management skills.
- Strong analytical ability to design solutions that balance cost, efficiency, and customer impact.
- Note: Backgrounds in IT infrastructure, networking, or cybersecurity are not aligned with this role.
Key Competencies
- Customer-centric mindset with a solution-oriented approach.
- Strong business acumen and commercial awareness.
- Analytical and detail-oriented in reviewing requirements and designing solutions.
- Ability to collaborate cross-functionally and influence stakeholders.
- Confident presenter and communicator with executive presence.
