Requirements
Requires 2+ years of experience in pricing, solutioning, or commercial finance within the CX/BPO industry. Must have deep knowledge of customer operations models and their cost drivers, advanced Excel/financial modeling skills, and be a hands-on user of AI tools for document analysis and translation. Fluent English is essential.
Description
ROLE PURPOSEThe Pricing Expert prices CX opportunities end-to-end: translating client RFP/RFI requirements into solid cost models and competitive commercial proposals. The role requires a real understanding of how a customer operation runs – operations, WFM, training, quality, support functions – and a hands-on use of AI tools to analyze and translate RFP/RFI documents faster and better.KEY RESPONSIBILITIESPricing & Cost Modeling• Build bottom-up pricing models: FTEs, productivity, shrinkage, attrition, ramp, support ratios• Structure the right commercial model per deal (per hour, per transaction, per FTE, outcome-based)• Run scenarios (volumes, languages, on/near/offshore mix) and secure target margins• Ensure pricing meets group margin targets and flag deviations with clear, quantified recommendationsRFP/RFI & Bid Support• Translate client requirements (SLAs, volumes, coverage, language mix) into pricing assumptions• Use AI tools to parse, summarize, and translate multilingual RFP/RFI documentation• Own the pricing sections of proposals, working closely with solutions, operations, and salesOperational Expertise & Governance• Challenge operational assumptions (AHT, occupancy, training duration, attrition) with credibility• Cost all layers of the operating model: front-line operations, WFM, training, quality, team leadership, and support functions• Continuously improve pricing templates and automate recurring modeling tasks• Maintain cost and productivity benchmarks to sanity-check every model• Prepare pricing approval materials and support negotiations with rapid what-if analysesPROFILE• 2+ years in pricing, solutioning, or commercial finance within the CX / BPO industry• Deep knowledge of customer operations models and their cost drivers• Advanced Excel / financial modeling skills• Hands-on user of AI tools (Claude, ChatGPT, Copilot...) for document analysis and translation• Fluent English• Autonomous, rigorous, comfortable with tight bid deadlines