Pre-Sales Head - BPO/Call Center/ITeS

Job Title:

Department:

Reporting to:

Job Summary:

Pre-Sales Head

Key Responsibilities:

• Sales Support:

  Collaborate with the sales team to understand client needs and present tailored AI & Tech solutions.

• Solution Design:

  Develop customized solutions by coordinating with delivery, operations, and technology teams.

• Proposal & RFP/RFI Management:

  Lead the creation of high-quality proposals, case studies, presentations, and RFP/RFI responses.

• Client Interaction:

  Participate in client meetings and presentations, articulating value propositions clearly and confidently.

• Costing & Pricing:

  Work with finance and operations to define costing models and support commercial pricing strategies.

• Market Intelligence:

  Stay updated on industry trends, competitor solutions, and technology advancements in BPO/ITeS.

• Collaboration:

  Coordinate across multiple departments to gather inputs, validate solutions, and ensure proposal feasibility.

• Transition Support:

  Support the handover of closed deals to operations/delivery teams ensuring proper knowledge transfer.

Required Skills & Qualifications:

• Bachelors degree in Business, IT, or related field (MBA preferred).
  
• 4–8 years of experience in pre-sales or solutioning within a BPO/Call Center/ITeS environment.
  
• Strong understanding of Contact Center operations, Workforce Management (WFM), Quality, and CRM platforms.
  
• Exposure to domains like customer service, technical support, sales, collections, or back-office processes.
  
• Excellent communication, presentation, and stakeholder management skills.
  
• Proficiency in creating proposals, solutions decks, and cost models.
  
• Ability to multitask, meet tight deadlines, and manage multiple stakeholders.
  
• Knowledge of tools like MS Office (Excel, PowerPoint), Visio, and CRM/SFA platforms.
  

Preferred Qualifications:

• Experience in global outsourcing/offshoring environments.
  
• Understanding of digital transformation, automation (RPA), and AI/Chatbot integrations in BPO.
  
• Certification or exposure to Six Sigma, ITIL, or PMP is a plus.