Call Center Client Account Manager I

About the role

MCI is seeking 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.

Responsibilities

• 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

Requirements

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.

• Strong public speakers
• Excellent at building strong professional relationships
• Display a high degree of ownership
• Possess a strong work ethic

Qualifications

• Must be 18 years of age or older
• High school diploma or equivalent
• Experience with data-entry utilizing a computer
• The ability to read and speak English fluently
• Have a wired, high-speed internet connection (Download speed of 20Mbps+)
• Excellent organizational, written, and oral communication skills
• The ability to type swiftly and accurately (20+ words a 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
• The ability to evaluate, troubleshoot, and follow-up on customer issues
• An aptitude for conflict resolution, problem solving and negotiation
• Must be customer service oriented (empathetic, responsive, patient, and conscientious)
• Ability to multi-task, stay focused, and self-manage
• Strong team orientation and customer focus
• The ability to thrive in a fast-paced environment where change and ambiguity are prevalent
• Excellent interpersonal skills and the ability to build relationships with your team and customers

Skills

Required: Public speaking, relationship building, ownership, work ethic, customer service orientation, multitasking, focus, reliability, issue resolution, conflict resolution, problem-solving, negotiation, empathy, responsiveness, patience, conscientiousness, teamwork, customer focus, adaptability, fast-paced environment.

Benefits

MCI offers a variety of benefits and incentives to support and reward our team members, including:

• Paid Time Off
• Incentives & Rewards
• Health Benefits
• Retirement Savings
• Disability Insurance
• Life Insurance
• Supplemental Insurance
• Career Growth
• Paid Training
• Fun, Engaging Work Environment
• Casual Dress Code

Pay

Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members.

Schedule

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