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Solutions Manager UK&I

Req ID#:  319308

GB

Solutions Manager UK&I

Operations

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.  

About Sitel Group® 

As a global leader in end-to-end customer experience (CX) products and solutions, Sitel Group® partners  with the world’s best-loved brands, from Fortune 500 companies to local startups, to design, build and  deliver a competitive edge across all customer touchpoints.   
With our award-winning culture built on 35+ years of industry-leading experience and commitment to improving the employee experience, we improve business results by pairing innovative design thinking and digital solutions – including self-service, artificial intelligence (AI), automation and data-driven analytics – with the expertise, emotion and empathy of our people to Create Connection. Value Conversation. 

About the role:

The UK&I Solutions Manager will be involved in leading and managing the solution design for BPO opportunities, including, but not exclusively, customer service, technical support, sales and back-office services – and how value-add may be effectively integrated into these solutions. This role will add value to client organisations throughout the sales process, ensuring an effective transition to the implementation team. In addition to providing world-class solutions, this role also includes aspects of sales, commercial and contractual support.

Key Responsibilities

  • Work with Market leaders, EXP+ Sales, Win teams, Bid Management and other departments across Sitel, to develop winning solutions that integrate people, processes, IT and digital solutions.
  • Contribute to high-class responses to formal RFI’s/RFP’s/RFQ’s (Requests for Information / Proposal / Quotation) and other company sales collateral.
  • Evaluate and analyse client requirements and provide innovative detailed solutions to meet those needs.
  • Provide leadership of Win Teams to ensure high quality, added value and winning solutions, alignment with timeframes and output expectations.
  • 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 and Account Management team in evaluating multi-geography strategic and operational solutions and commercial approach.
  • Development of world-class customised service solutions in conjunction with Operational, Technical, Finance, Legal and Implementation teams.
  • Identification of internal and client risks on ongoing 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 inclusion in sales documents
  • Develop and maintain knowledge of certain industry verticals and contact centre technology benefits.
  • Take personal responsibility to understand and comply with all company and client security requirements and policies.
  • Guarantee alignment of solutions provided with markets and company strategy.
  • Perform any other reasonable duties that may be requested. 

Skills

  • Thought leadership.
  • Ability to coordinate people across disparate locations.
  • Ability to produce world-class sales proposals.
  • Ability to present information in a clear and comprehensible manner.
  • Creativity and innovation.
  • Ability to work under pressure.
  • 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.
  • Ability to challenge the status quo.
  • Attention to detail and focus on accepting only the best.
  • Excellent written and oral communication skills; comfortable working with senior managers, directors, and board members.
  • Commercial acumen.
  • Robust proposal writing and presentation skills.

Knowledge/Abilities

  • Stakeholder Management
  • Strong track record & knowledge in customer experience & service delivery.  
  • Ability to work in a dynamic, fast-paced environment.
  • Ability to develop professional relationships & interact with all levels of internal & external clients.
  • Ability to think outside of the box to find the most appropriate, pragmatic and cost-effective solution for the clients.
  • Awareness of technologies enabling automation & machine conversation.

Experience Target

  • Two years contact centre management experience
  • Strong analytical and management skills with the ability to manage multiple projects simultaneously.
  • Evidence of effective interpersonal and leadership skills
  • Strong numeric and verbal reasoning skills
  • Demonstrated ability to develop professional relationships and interact with all levels of internal and external clients.
  • Effective problem-solving skills
  • Effective time management and organisation skills
  • The ability to organise and priorities, set priorities and multi-task

Travel Requirements

Up to 25% - when required and agreed with management

Solutions Manager UK&I


Job Segment: Pre-Sales, Proposal Writer, Call Center, Outside Sales, Risk Management, Sales, Customer Service, Finance

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