CogentHubCX.AI - Head - Presales - BPO/Call Center/ITeS

Job Title: Head - Pre-Sales - BPO/Call Center/ITeS

Department: Sales & Solutions

Reporting to: CCO

Job Summary:

We are seeking an experienced and results-driven Pre-Sales Head to join our BPO/Call Center/ITeS team. This role will work with sales and delivery, to develop business solutions and clients to understand requirements and drive the proposal process. The ideal candidate will have a deep understanding of BPO operations, Bid Management, Pre-Sales, process transformation and customer experience domains.

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.