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[Remote] Contact Center Sales & Solutions Manager
Note: The job is a remote job and is open to candidates in USA. Capgemini is a global leader in consulting, digital transformation, technology, and engineering services. The Contact Center Sales & Solutions Manager will be responsible for creating and closing sales pipelines of customer solutions, optimizing processes, and consulting with internal stakeholders to enhance customer experiences.
Responsibilities
- Build a sales pipeline of both annuity and project-based opportunities
- Support contact center opportunities across the deal cycle from intake and qualification through solution integration, proposal development and related governance
- Consult with internal stakeholders across industry verticals to engage with existing and new clients
- Create and drive industry leading Digital-First Omni-Channel CX strategies to meet customer & client needs
- Assess existing processes and technology to identify opportunities for the introduction of new CX tools and methodologies and better outcomes for our clients
- Optimize processes through the elimination of waste and leveraging technology to integrate/automate processes and tasks, resulting in improved outcomes (e.g. NPS, C-Sat, Cost to Serve)
- Assist clients in optimizing their workforce and skill sets to meet service levels and changing demand periods
- Recommend and outsource models that enable positive customer experiences and cost
- Shape technology recommendations for clients that enhance their digital strategies
Skills
- Experience of selling contact center solutions and outsourcing services for contact centers
- Experience within commercial modeling and sizing
- Management of a successfully delivered sales pipeline
- Clear evidence of winning new client business in the Customer Operations and/or Contact Center markets
- Ability to create Contact Center/CX solutions that support client objectives
- Understanding of the latest Technology trends in the Contact Center and Digital Transformation market
- Cross-sector experience, across Automotive, Retail, Consumer Products, Energy& Utilities, Telco & Media, and Financial Services industries
- Experience in working on integrated Contact Center solutions and services in terms of technology, operational delivery, WFM, Learning, Reporting & Analytics and Quality
- Process Improvement methodologies
- A passion and desire to improve CX and support clients on their journey
- Knowledge of simple automation principles; call deflection, webchat, conversational AI, chat bots
- Experience of RFI/RFP processes and effective solution/proposal creation
- Working knowledge of Contact Center solutions (e.g. Salesforce/Zendesk/AWS/Genesys Cloud/Google CC AI/NICE CXOne) advantageous
Benefits
- Paid time off based on employee grade (A-F), defined by policy: Vacation: 12-25 days, depending on grade, Company paid holidays, Personal Days, Sick Leave
- Medical, dental, and vision coverage (or provincial healthcare coordination in Canada)
- Retirement savings plans (e.g., 401(k) in the U.S., RRSP in Canada)
- Life and disability insurance
- Employee assistance programs
- Other benefits as provided by local policy and eligibility
Company Overview
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