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.