Call Center Client Account Manager II

Position Overview

Las Cruces, NM

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.

Looking to add an experienced Call Center Client Account Manager II to support complex business process outsourcing accounts. This senior-level position requires experience in account management of contact center clients. Experience in contact center operations and client services or account management is preferred. Candidates should be strong public speakers, excellent at building professional relationships, display a high degree of ownership, and possess a strong work ethic.

This is a full-time position and requires the employee to work in the office and travel up to 20% of the time.

• Develop a detailed understanding of client products and services
• Process design and implementation
• Client scorecards and business reviews
• Ongoing continuous improvement
• Issue identification and resolution
• Project management of new launches and initiatives
• Program efficiency and financial performance

It is about building relationships and turning the knowledge gained in training into customer wins. Ideal candidates are highly motivated, energetic and dedicated.

• Must be 18 years of age or older
• High school diploma or equivalent
• Experience with data‑entry utilizing a computer
• Ability to read and speak English fluently
• Wired, high‑speed internet connection (download speed of 20 Mbps +)
• Excellent organizational, written, and oral communication skills
• Ability to type swiftly and accurately (20+ words per minute)
• Ability to work regularly scheduled shifts within our hours of operation including the training period
• Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
• Familiarity with computer and Windows PC applications and the ability to learn new and complex computer system applications
• Highly reliable with the ability to maintain regular attendance and punctuality
• Ability to evaluate, troubleshoot, and follow up on customer issues
• Ability for conflict resolution, problem solving and negotiation
• Customer service oriented (empathetic, responsive, patient, and conscientious)
• Ability to multi‑task, stay focused, and self‑manage
• Strong team orientation and customer focus
• Ability to thrive in a fast‑paced environment where change and ambiguity are prevalent
• Excellent interpersonal skills and ability to build relationships with your team and customers

• One (1) year of experience in customer service, technical support, inside sales, back‑office, chat, or administrative support in a contact center environment
• State or Federal work experience

• Must be authorized to work in the country where the job is based
• Must be willing to submit to a LEVEL II background and/or 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

This job operates in a professional office environment. The employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. The employee will be required to operate a computer and other office equipment such as phone, copier, and printer. The employee may occasionally need to move about the office to accomplish tasks;

reach in any direction; raise or lower objects; and exert force up to forty (40) pounds.

We offer a variety of benefits and incentives that go beyond a paycheck. Our team members enjoy:

• Paid Time Off:
  Earn…