Experienced Call Center Client Services Manager

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 hiring an Experienced Client Services Manager to manage client relationships, ensure service delivery, and support account growth in our contact center.

To be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment test.

• Serve as the primary point of contact for assigned client accounts.
• Conduct regular business reviews and performance presentations.
• Monitor service delivery and ensure adherence to SLAs and KPIs.
• Collaborate with operations, QA, and training teams to resolve issues.
• Identify opportunities for account growth and service improvement.
• Manage client onboarding, transitions, and change requests.
• Track and report on client satisfaction and feedback.

All positive, and driven applicants are encouraged to apply. The Ideal candidates for this position are highly motivated and dedicated and should possess the below qualities :

• 3+ years of experience in client services or account management in a BPO.
• Strong relationship management and communication skills.
• Ability to analyze data and present insights to clients.
• Experience managing multiple client accounts.
• Bachelor’s degree in Business, Communications, or a related field.

At MCI, we believe that your hard work deserves recognition and reward. Our compensation and benefits packages are designed to be competitive and to grow with you over time. Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members.

We understand the importance of balance and support, which is why we offer a variety of benefits and incentives that go beyond a paycheck. Our team members enjoy :

• Paid Time Off :
  Earn PTO and paid holidays to take the time you need.
• Incentives & Rewards :
  Participate in daily, weekly, and monthly contests that include cash bonuses and prizes ranging from electronics to dream vacations and sometimes even cars!
• Health Benefits :
  Full-time employees are eligible for comprehensive medical, dental, and vision coverage after 60 days of employment, and all employees have access to MEC medical plans after just 30 days. Benefit options vary by location.
• Retirement Savings :
  Secure your future with retirement savings programs, where available.
• Disability Insurance :
  Short-term disability coverage is available to help protect you during unexpected challenges.
• Life Insurance :
  Access life insurance options to safeguard your loved ones.
• Supplemental Insurance :
  Accident and critical illness insurance
• Career Growth :
  With a focus on internal promotions, employees enjoy significant advancement opportunities.
• Paid Training :
  Learn new skills while earning a paycheck.
• Fun, Engaging Work Environment :
  Enjoy a team-oriented culture that fosters collaboration and engagement.
• Casual Dress Code :
  Be comfortable while you work.

MCI takes pride in tailoring our offerings to fit the needs of our diverse team across subsidiaries and locations. While specific benefits and incentives may vary by…