Business Development Manager - Contact Center at MacTay Consulting

Job Summary:

• The Business Development Manager – Contact Center is responsible for identifying, developing, and securing new business opportunities within the contact center outsourcing space. The ideal candidate will have deep market insights, strong client engagement skills, and a strategic mindset to drive revenue growth and customer satisfaction in line with organizational objectives.

Key Responsibilities:

Market & Industry Knowledge

• Maintain deep understanding of contact center services, customer experience solutions, and BPO trends.
• Analyze market dynamics and leverage insights to develop targeted sales strategies.
• Stay updated on competitor offerings and industry innovations to maintain a competitive edge.
• Adapt business development strategies in line with evolving customer needs and market shifts.

Financial Acumen

• Develop pricing models that balance profitability with client expectations.
• Perform ROI and cost-benefit analyses for proposals and business initiatives.
• Support strategic planning with financial forecasting and budgeting for business growth.

Communication & Negotiation

• Deliver persuasive sales presentations, proposals, and client pitches.
• Manage complex negotiations and effectively handle objections with confidence.
• Collaborate with internal teams to customize service offerings based on client needs.
• 4. Sales & Business Development
• Own the end-to-end sales process from lead generation to contract signing.
• Identify and pursue upsell and cross-sell opportunities with existing clients.
• Create and execute go-to-market strategies for contact center solutions.

Relationship Management & Customer-Centric Mindset

• Build and maintain strong relationships with existing and prospective clients.
• Ensure consistent client engagement and satisfaction throughout the customer lifecycle.
• Represent the voice of the customer internally to support service excellence and innovation.
• Network within the industry to drive awareness and generate leads.

Technical Proficiency

• Use CRM tools (e.g., Salesforce) for managing leads, tracking opportunities, and reporting.
• Prepare business development reports and presentations using MS Office Suite.
• Leverage digital platforms and contact center tools to demonstrate technical credibility.

Qualifications & Experience:

• Bachelor’s Degree in Business Administration, Marketing, or a related field.
• Minimum of 6 years of professional experience in business development, preferably in contact center or BPO services.
• Proven ability to meet and exceed sales targets in a highly competitive market.

Core Competencies:

Industry & Market Awareness

• Thorough knowledge of contact center trends, customer experience technologies, and BPO industry benchmarks.

Strategic Thinking

• Ability to see the big picture and align daily activities with long-term business goals.

Communication & Influence

• Excellent oral and written communication, storytelling, and presentation skills.
• Strong negotiation and persuasion abilities.

Client Focus

• Passionate about delivering value to clients and building meaningful partnerships.

Organizational Skills

• Strong time management, prioritization, and multitasking capabilities.

Adaptability & Innovation

• Proactive in embracing new ideas, technologies, and market approaches.

Behavioral Competencies:

• Results-Oriented: Focuses on achieving goals and delivering measurable outcomes.
• Collaborative: Works effectively with cross-functional teams and clients.
• Resilient: Remains focused under pressure and thrives in a dynamic environment.
• Professionalism: Upholds integrity, accountability, and high ethical standards.