Contact Centre Sales – Solution Leader
Minor Hotels Europe and Americas
full-time
Posted on:
Location Type: Hybrid
Location: London • United Kingdom
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Job Level
About the role
- Build a sales pipeline through existing and new stakeholder networks (both internally at Capgemini and externally with new clients)
- Consult with internal stakeholders across industry verticals to engage with existing and new clients
- Develop customer operations solutions through collaborating with other areas and expertise across Capgemini
- Support clients in creating and implementing industry leading Digital-First Omni-Channel CX strategies to meet customer & client needs
- Assess existing processes and technology to identify opportunities for the implementation of new CX methodologies
- Utilise industry knowledge and Contact Centre/CX expertise to recommend ways of enhancing customer experience outcomes
- Optimise 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 optimising their workforce and skill sets to meet service levels and changing demand periods
- Recommend a outsourcing model that enables positive customer experiences and cost model
- Create technology recommendations for clients to increase their digital strategies
- Creating winning proposals for response to RFI’s/RFP’s in the Customer Operations and Contact Centre market
Requirements
- Experience of designing, selling and deploying contact centre solutions and outsourcing services for contact centres
- Experience within commercial modelling and sizing
- Management of a successfully delivered sales pipeline
- Clear evidence of winning new client business in the Customer Operations and/or Contact Centre markets
- Ability to create Contact Centre/CX solutions that support client objectives
- Understanding of the latest Technology trends in the Contact Centre and Digital Transformation market
- Cross-sector experience, across Automotive, Retail, Consumer Products, Energy & Utilities, Telco & Media, Financial Services industries
- Experience in working on integrated Contact Centre solutions and services in terms of technology, operational delivery, WFM, Learning, Reporting & Analytics and Quality
- Process Improvement methodologies
- Experience improving customer journeys to improve CX outcomes
- Experience of RFI/RFP processes and effective solution/proposal creation
- Working knowledge of Contact Centre solutions (e.g. Salesforce/Zendesk/AWS/Genesys Cloud/Google CCAI/NICE CXOne) advantageous
Benefits
- Employee wellbeing programs
- Mental Health Champions
- Wellbeing apps such as Thrive and Peppy
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
contact centre solutionsoutsourcing servicescommercial modellingsales pipeline managementcustomer operations solutionsprocess improvement methodologiescustomer journey improvementRFI/RFP processessolution proposal creationdigital transformation
Soft Skills
stakeholder engagementcollaborationoptimisationrecommendation skillsclient relationship managementcommunicationproblem-solvinganalytical thinkingadaptabilityleadership