Call Center Client Account Manager III

Position Overview

MCI is one of the fastest‑growing tech‑enabled business services companies in the USA, with a strong call center footprint and operations that extend across multiple countries. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything‑as‑a‑Service (XaaS) cloud technology solutions across a wide range of industries, including healthcare, retail, government, education, telecom, technology, e‑commerce, and financial services. Our contact centers are powered by both on‑site and remote agents, leveraging advanced technologies to enhance customer journeys, drive scalability, and reduce costs.

At MCI we are committed to fostering an environment where professionals can build meaningful careers, access continuous learning and development opportunities, and contribute to the success of a globally expanding, industry‑leading organization.

We are seeking an experienced Call Center Client Account Manager III to support complex business process outsourcing accounts. This senior‑level position requires experience in account management of contact center clients and a strong background in both contact center operations and client services or account management. The ideal candidate is a confident public speaker, excellent at building professional relationships, displays a high degree of ownership, and possesses a strong work ethic.

This is a full‑time position. The employee will report to the office and travel up to 20% of the time.

• Manage the day‑to‑day client relationship, including strategic planning, change management, process creation and adherence.
• Act as the primary point of contact for the client and the MCI operations and shared services team.
• Develop a detailed understanding of client products and services.
• Design and implement process improvements.
• Create client scorecards and conduct business reviews.
• Drive ongoing continuous improvement.
• Identify and resolve issues promptly.
• Manage projects related to new launches and initiatives.
• Improve program efficiency and financial performance.

• 10+ years of experience in account management, client services, or contact center operations.
• Ability to learn customer service software applications quickly.
• Proficiency in Microsoft Office Suite.
• Experience managing complex business processes.
• Strong communication skills.
• Problem‑solving and analytical ability.
• Capacity to multi‑task in a fast‑paced environment.
• High school diploma or equivalent.
• Minimum age of 18 years.
• Lean Six Sigma, Six Sigma, or project management certification is a plus.

Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members.

• Paid Time Off (PTO) and paid holidays.
• Incentives & Rewards: daily, weekly, and monthly contests including cash bonuses.
• Health Benefits:
  
  comprehensive medical, dental, and vision coverage after 60 days of employment; full‑time employees eligible for MEC plans after 30 days.
• Retirement Savings: available retirement savings programs where applicable.
• Disability Insurance: short‑term disability coverage.
• Life Insurance: options to safeguard loved ones.
• Supplemental Insurance: accident and critical illness coverage.
• Career Growth: opportunities for internal promotion.
• Paid Training: learn new skills while earning a paycheck.
• Fun, Engaging Work Environment.
• Casual Dress Code.

This role operates in a professional office environment. Duties include sitting, standing, using a computer, phone headset, and office equipment. Employees may occasionally need to move around the office, reach in any direction, lift, or move objects up to forty (40) pounds.

• Must be authorized to work in the country where the job is based.
• Must be willing to submit up to a Level II background and/security investigation with a fingerprint. Job offers are contingent on background/security investigation results.
• Must be willing to submit to drug screening. Job offers are contingent on drug screening results.

Consistent with the Americans with Disabilities Act (ADA), MCI and its…