Position Overview The Pricing Expert prices CX opportunities end-to-end: translating client RFP/RFI requirements into solid cost models and competitive commercial proposals. The role requires a real understanding of how a customer operation runs – operations, WFM, training, quality, support functions – and a hands-on use of AI tools to analyze and translate RFP/RFI documents faster and better.
Key Responsibilities● Pricing & Cost Modeling○ Build bottom-up pricing models: FTEs, productivity, shrinkage, attrition, ramp, support ratios○ Structure the right commercial model per deal (per hour, per transaction, per FTE, outcome-based)○ Run scenarios (volumes, languages, on/near/offshore mix) and secure target margins○ Ensure pricing meets group margin targets and flag deviations with clear, quantified recommendations● RFP/RFI & Bid Support○ Translate client requirements (SLAs, volumes, coverage, language mix) into pricing assumptions○ Use AI tools to parse, summarize, and translate multilingual RFP/RFI documentation○ Own the pricing sections of proposals, working closely with solutions, operations, and sales● Operational Expertise & Governance○ Challenge operational assumptions (AHT, occupancy, training duration, attrition) with credibility○ Cost all layers of the operating model: front-line operations, WFM, training, quality, team leadership, and support functions○ Continuously improve pricing templates and automate recurring modeling tasks○ Maintain cost and productivity benchmarks to sanity-check every model○ Prepare pricing approval materials and support negotiations with rapid what-if analyses
Technical Skills● 2+ years in pricing, solutioning, or commercial finance within the CX / BPO industry● Deep knowledge of customer operations models and their cost drivers● Advanced Excel / financial modeling skills● Hands-on user of AI tools (Claude, Chat GPT, Copilot...) for document analysis and translation
Soft Skills & Other Requirements● Fluent English● Autonomous, rigorous, comfortable with tight bid deadlines