Bid Manager - BPO

Role & responsibilities

• Lead solutioning for B2C Tech Support RFx responses, emphasizing

  operational excellence, process innovation, and service delivery models

  .
• Create

  end-to-end operating models

  across omnichannel support (voice, chat, social, messaging, email) with efficiency, scalability, and customer experience as key drivers.
• Design

  staffing strategies

  ,

  shift models

  ,

  location mixes

  (onshore, offshore, hybrid), and

  workforce optimization plans

  .
• Build

  transformation roadmaps

  that integrate process re-engineering, automation opportunities, Flexi workforce models, and continuous improvement frameworks.

• Articulate the "Art of Possible"

  by envisioning how automation, AI, and digital enablers can enhance support operations identifying opportunity areas without getting into technical architecture (detailed solutioning will be owned by the Innovation Lab / Practice teams).
• Introduce

  out-of-the-box ideas

  such as flexible staffing, intelligent escalation models, microservice-based support teams, self-service strategies, and innovative governance models.
• Collaborate closely with Sales, Delivery, Pricing, Technology Labs, and Practice teams to create

  differentiated, client-specific

  solutions.
• Analyze client hot-buttons and pain points to

  tailor solutions

  that balance

  experience, cost, and agility

  .
• Present solutions during client workshops, bid defenses, and orals.
• Maintain a library of solution assets, best practices, and accelerators for reuse and refinement.

Preferred candidate profile

• 812 years of experience in B2C Customer Support Operations, Solutioning, or Service Delivery for consumer tech, retail, telecom, or digital sectors.
• Strong expertise in

  process design

  ,

  service blueprinting

  , and

  operating model creation

  .
• Experience with

  RFx solutioning

  — responding to RFPs/RFIs with structured, customized solutions.
• Ability to conceptualize the

  application of automation and AI

  (Conversational AI, Agent Assist, Analytics, Knowledge Management) to improve operations, even if not building technical solutions directly.
• Knowledge of industry best practices for B2C Tech Support — quality frameworks, escalation management, workforce management, and performance management.
• Proven ability to design

  outcome-driven solutions

  (SLA/KPI focused) blending people, process, and digital elements.
• Strong stakeholder management skills, with the ability to work across multiple functions under tight timelines.
• Excellent communication skills — ability to craft compelling solution narratives and executive presentations.