Call Center Client Account Manager III

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MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. With a commitment to excellence and a focus on innovation, we have established ourselves as a trusted partner in the industry.

Looking to add an experienced Call Center Client Account Manager III to support complex business process outsourcing accounts. This role will oversee enterprise and public sector client relationships and service delivery.

This is a senior-level position requiring experience in account management of contact center clients. Experience in both contact center operations and client services or account management is preferred. Candidates should be strong public speakers, excellent at building professional relationships, display ownership, and possess a strong work ethic.

This is a full-time position requiring reporting to the office and up to 20% travel.

To be considered, complete a full application on our careers page, including all screening questions and a brief pre-employment test.

• Manage day-to-day client relationships, including strategic planning, change management, process creation, and service delivery.
• Act as the primary contact for clients and internal teams.
• Develop understanding of client products and services.
• Design and implement processes.
• Conduct client scorecards and business reviews.
• Drive continuous improvement and issue resolution.
• Manage projects for new launches and initiatives.
• Monitor program efficiency and financial performance.

Highly motivated and dedicated candidates are encouraged to apply. Ideal candidates should have:

• 10+ years of experience.
• Ability to learn customer service software.
• Proficiency in Microsoft Office.
• Experience managing complex business processes.
• Effective communication skills.
• Problem-solving and analytical skills.
• Ability to multi-task in a fast-paced environment.
• High school diploma or equivalent.
• Minimum age of 18.
• Lean Six Sigma, Six Sigma, or project management certification is a plus.

We offer competitive compensation based on experience, along with benefits such as paid time off, incentives, health coverage, retirement plans, disability and life insurance, career growth opportunities, paid training, and a casual work environment.

Primarily sedentary work in an office setting, involving sitting/standing for long periods, operating computers and office equipment, with occasional movement and lifting up to 40 pounds.

• Must be authorized to work in the country.
• Willing to undergo background, security, and drug screening.

MCI embraces diversity and is committed to a discrimination-free workplace, providing reasonable accommodations as needed under ADA.