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Director, Global Solutions & Innovation (Remote-US)

Req ID#:  288269

US

Director, Global Solutions & Innovation (Remote-US)

Solutions

Job Summary

 

MUST HAVE EXPERIENCE IN CONTACT/CALL CENTERS-  (Remote-US)

 

The Director, Global Solutions and Innovation role is focused on revenue generation and will be involved in leading and managing the solution design for BPO (Business Process Outsourcing) opportunities.  These opportunities include, but not limited to:  customer service, technical support, sales and back office services – and digital solutions. 

 

The Director, Global Solutions and Innovation will add value to client organizations throughout the sales process, ensuring effective transition to the implementation team. In addition to providing world class solutions, this role also includes aspects of sales, commercial and contractual support.

 

Responsibilities

  • Work with Sales, Win, and Bid Management teams to develop winning solutions that integrate people, process, and technology from the Sitel Group of companies.
  • Develop and complete high class responses to RFIs/RFPs/RFQs (Requests For Information / Proposal / Quotation) and other company sales collateral.
  • Evaluate and analyze client requirements and provide detailed solutions to meet those needs.
  • Identify opportunities for BPO work with new and existing clients through a combination of experience, interviews, workshops, analysis and data interpretation.
  • Work on transformational projects and strategic client initiatives that require process reengineering, innovation and proactive approaches.
  • Assist with management of the bid process from qualification to client delivery through resource management, solution designs, content creation, document reviews, and presentations.
  • Provide leadership of Win Teams in conjunction with the Bid Management resource, to ensure high quality, added value and winning solutions, alignment with timeframes and output expectations.

Responsibilities (continued)

  • Ensure all materials are written in a professional manner, reviewing for the quality of output.
  • Evaluation and analysis of client objectives and requirements; collaboration with Sales team in evaluating multi-geography strategic and operational solutions and commercial approach.
  • Development of world class customized service solutions in conjunction with Operational, Technical, Finance, Legal and Implementation teams.
  • Identification of internal risks, client risks and on-going risk management of the solution through to the implementation handover.
  • Participation in client presentations, site visits and the due diligence processes at client sites.
  • Gather information from a range of sources (wider Sitel, internet, industry magazines, competitor profiling, etc.) for use in sales documents and strategies.
  • Develop and maintain knowledge of certain industry verticals.

Skills/Knowledge/Abilities

 

  • Thought leadership / proven leadership skills.
  • Ability to motivate, collaborate with, and influence people enterprise-wide.
  • Ability to produce world-class sales proposals that facilitate wins.
  • Ability to present information in a clear and understandable manner.
  • Ability to work under pressure and in ambiguity.
  • Energetic and self-motivated, with a keen desire to make a difference.
  • Good communicator (both verbally and in writing), able to build strong working relationships.
  • Attention to detail and focus on accepting only the best.

Skills/Knowledge/Abilities (continued)

 

  • Excellent written and oral communication skills; comfortable working with senior managers, directors and executives.
  • Commercial acumen.
  • Robust proposal writing and presentation skills.
  • Excellent working knowledge of Microsoft Office (Word, Excel and PowerPoint).
  • Proven project management skills, with a high energy level.

Education/Experience

 

  • Bachelor’s degree or relevant industry experience.
  • Minimum four to six years related experience.
  • Fully understand contact center operations, sizing, pricing, business dynamics, and how improvements and innovation might be delivered. 
  • Experience with Digital Solutions related to customer experience interactions is a plus

About Us

 

Learn, Lead & Grow at Sitel Group® 

 

We believe experiences are everything, and that happy associates are successful ones. That’s why we give our people the tools and the freedom to learn, grow, have fun and be themselves.

 

  • GROW AS YOU GO. We invest in you, with internal programs, training, and initiatives to develop your skills and help you reach your goals. We promote from within. We provide you with the tools, skills, and resources to develop, both professionally and personally. You choose where you want to go; we help you get there.   
  • BE BOLD, BE YOU. #SitelLife represents our commitment to our people -to YOU. It's about coming exactly as you are. We empower everyone to live their truth, be themselves and use their voice -and we give them a platform to do so.   
  • WORK TOGETHER TO MAKE AN IMPACT. We strive to make the world a better place and empower others to do the same. We are mission-driven -and we leverage the power of our people to make a positive impact in the communities in which we live and work.
  • GAIN STABILITY, EXPAND POSSIBILITIES. We celebrate successes and reward our people for the hard work they do every day. We offer benefits to keep you healthy and happy, such as paid time off and referral bonuses. Plus, fun perks like employee discounts.
  • MAXIMIZE YOUR EXPERIENCE. We value open, honest, and constructive conversation. We encourage you to speak up -and we listen when you do. Through MAX, our global community, we leverage our people's innovative ideas, experiences, and feedback to shape and drive the future of Sitel Group®. 

 

As one of the largest global providers of customer experience (CX) products and solutions, Sitel Group® empowers brands to build stronger relationships with their customers by creating meaningful connections that boost brand value. Inspired by each brands’ unique vision and goals, we ask “what if?” applying our expertise to create innovative solutions that reduce customer effort.

With 160,000 people around the globe – working from home or from one of our CX hubs – we securely connect best-loved brands with their customers over 8 million times every day in 50+ languages. Whether digital or voice-based, our solutions deliver a competitive edge across all customer touchpoints. Our award-winning culture is built on 40+ years of industry-leading experience and commitment to improving the employee experience.

 

EXP+™ from Sitel Group is a flexible solution with complete cloud capability, designed to simplify the delivery of end-to-end CX services, while boosting efficiency, effectiveness and customer satisfaction. EXP+ creates a robust ecosystem by harnessing the power of four connected product families.

 

 

Director, Global Solutions & Innovation (Remote-US)


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