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.

Responsibilities

• Manage the day-to-day client relationship including strategic planning, change management, process creation and adherence, and service delivery.
• Act as the primary point of contact for the client and the MCI operations and shared services team.
• 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

• Experience in account management of contact center clients.
• Experience in both contact center operations and client services or account management is preferred.
• Strong public speaking skills.
• Excellent at building strong professional relationships.
• Display a high degree of ownership.
• 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.
• 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.
• 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

• Strong public speaking skills.
• Excellent at building strong professional relationships.
• Display a high degree of ownership.
• Strong work ethic.

Benefits

• 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.