Call Center Client Account Manager II

MCI is one of the fastest-growing tech‑enabled business services companies in the USA, delivering customer experience, business process outsourcing, and cloud technology solutions across multiple industries. In this role, you will manage complex BPO accounts, foster strong client partnerships, and ensure successful service delivery across enterprise and public sector accounts.

• Develop a detailed understanding of client products and services.
• Design and implement processes.
• Create and interpret client scorecards and conduct business reviews.
• Lead ongoing continuous improvement initiatives.
• Identify and resolve issues.
• Manage project work for new launches and initiatives.
• Drive program efficiency and financial performance.

• Minimum 18 years of age.
• High school diploma or equivalent.
• Experience with data‑entry using a computer.
• Fluent reading and speaking in English.
• High‑speed wired internet connection (download speed of 20 Mbps+).
• Excellent organizational, written, and oral communication skills.
• Typing speed 20+ words per minute.
• Experience working regular shifts within operating hours, including training period.
• Basic knowledge of Microsoft Office Suite.
• Ability to learn new computer system applications.
• Reliability with regular attendance and punctuality.
• Ability to evaluate, troubleshoot, and follow up on customer issues.
• Aptitude for conflict resolution, problem solving, and negotiation.
• Customer service orientation (empathetic, responsive, patient, conscientious).
• Multitasking, focus, and self‑management skills.
• Strong team orientation and customer focus.
• Ability to thrive in a fast‑paced environment with change and ambiguity.
• Excellent interpersonal skills and ability to build relationships.

• One 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.

• Position requires regular onsite attendance and travel up to 20% of the time for client meetings, business reviews, and operational support.
• Must be authorized to work in the country where the job is based.
• Background and/or security investigation (Level II) required; job offer contingent on results.
• Drug screening required; job offer contingent on results.
• Ability to sit/stand for long periods while using a computer and telephone headset; occasional movement and handling up to 40 pounds.

Consistent with the Americans with Disabilities Act (ADA), it is the policy of MCI and its affiliates to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodations are needed, please contact Human Resources.

At MCI and its subsidiaries, we embrace differences and believe diversity benefits our employees, company, customers, and community. All aspects of employment at MCI are based solely on a person's merit and qualifications. MCI maintains a work environment free from discrimination, where employees are treated with dignity and respect. All employees are responsible for fulfilling MCI's commitment to a diverse and equal‑opportunity work environment.

MCI does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances. MCI will consider qualified applicants with criminal histories for employment in a manner consistent with local and federal requirements.

MCI will not tolerate discrimination or harassment based on any of these characteristics. We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline. In addition, MCI's policy is to provide reasonable accommodation to qualified employees with protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works.