Position Description
Job Title: Senior Business Support Manager
Job Code: NASBSM20130601
Location: St. Catherines, Toronto, Denver, CO
Category: BSM
Total Positions: 1
Start Date: Immediate
Job Description: Senior Business Support Manager
Transcom is a global customer experience specialist, providing customer care, sales, technical support and credit management services through our extensive network of contact centers and work-at-home agents.
We are 30,000 customer experience specialists at 70 contact centers across 28 countries, delivering services in 33 languages to over 350 international brands in various industry verticals. Whether onshore, offshore or near shore, we are uniquely focused on delivering outstanding customer experiences, driving satisfaction, brand loyalty and additional sales while also adding insights and value to our clients’ business operations.

In our business, people make all the difference. We pride ourselves on our ability to recruit, motivate and retain the right people to help grow your business, and we relentlessly focus on refining coaching, training methods, and analytical tools.

Position Summary

Reporting directly to Vice President – Sales & Strategy, the Senior Business Support Manager is a key role with responsibility to support all of the Sales Efforts of North America and Asia Regions. Development of Operational Solutions, Workforce Models, Pricing, Client Presentations and Business Development for SMB Clients.


This role will be proactive by setting up accurate measurement matrixes and will have deep knowledge of the contact centre processes and performance levers, supporting management in executing their business decisions with a high amount of precision and consistency. You will work in collaboration with the Regional Sales Teams to be accountable for:

• Workforce Models and Operational Solution Development
• Pricing Book Accuracy
• Terms and Conditions and SOW Development
• Proposal Generation and Client Presentations
• Maintain an updated database of Supporting Documents (Case Studies, References, Industry data)
• Business Development for the SMB Market across the region
• General Administrative Support including maintenance of

Qualifications and Experience

The ideal candidate will bring all or most of the following:
• Experience in assessing and analysing data, and providing recommendations based on this analysis
• Leadership experience demonstrated in a role in outsourcing services, CRM, or related services would be a distinct advantage
• Have knowledge in the software Excel, Word, PowerPoint and Visio.
• Sales/bid management, operations or workforce management experience deemed an asset
• Proven track record of creating and delivering business objectives
• Knowledge of general accounting principles, currency risks, financial statements
• Ability to handle complex pricing and costing models in excel and other tools
Personal Attributes
• Deep understanding of technology and/or business processes in CRM and CMS services.
• Familiarity with technology solutions within CRM and CMS environment.
• Ability to understand high-level business issues and proposed detailed solution to high-level issues.
• Ability to work effectively in high-paced environment with tight deadlines
• Strong customer focus, with drive for delivering quality service
• Excellent communication and relationship-building, able to communicate at the most senior levels and present effectively to a wide variety of audiences
• Hold a high level of morale
• Be self motivated and problem solving oriented
• Take ownership for quality, competence and commitment
• Enjoy/thrive on autonomy and be results focused;

Interested applicants should forward their resume with the position “NASBSM20130601” in the subject line to:

We thank all applicants for their interest, however, only those selected to move forward in the recruiting process will be contacted.

People Management: Yes
Salary: To be determined
Employment Type: Full Time
Experience: 2-5 Years Experience
Education: Bachelor's Degree
Travel: -NA-
CONTACT DETAILS: Interested in this position?
If so, please send your CV by email to the following address or just click 'Apply Online' link.
  Name      : Careers
Email      :
Phone     : +1 877 637 2615

Posted on: 31-5-2013

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