Call Center Client Account Manager

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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. Looking to add an experienced Call Center Client Account Manager I 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. Candidates should be strong public speakers, excellent at building professional relationships, display ownership, and possess a strong work ethic.

• 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.
• Identify and resolve issues.
• Manage projects for new launches and initiatives.
• Monitor program efficiency and financial performance.

Must be highly motivated, energetic, and dedicated. Ideal candidates are those who can build relationships and turn training into customer wins.

• Must be 18 years or older.
• High school diploma or equivalent.
• Experience with data-entry and computer use.
• Fluent in English (reading and speaking).
• High-speed internet connection (20
  
  Mbps+).
• Excellent communication skills.
• Typing speed of 20+ WPM.
• Ability to work scheduled shifts, including training.
• Basic knowledge of Microsoft Office.
• Reliable with good attendance.
• Ability to troubleshoot and follow up on customer issues.
• Customer service oriented with conflict resolution skills.
• Ability to multitask and self-manage.
• Strong team orientation and adaptability.

• One year of experience in customer service or support roles.
• Experience in a contact center environment.
• State or Federal work experience (preferred).

Starting compensation is based on experience. Benefits include paid time off, incentives, health coverage, retirement plans, disability and life insurance, career growth opportunities, paid training, and a casual dress code.

Work involves sitting/standing for long periods, operating office equipment, and occasional movement. Must be authorized to work, willing to undergo background/security checks, and submit to drug screening. MCI is an equal opportunity employer committed to diversity and inclusion.