Call Center Client Account Manager II

About the role

MCI is seeking an experienced Client Account Manager II to join our dynamic contact center team. The role involves managing complex Business Process Outsourcing (BPO) accounts, fostering strong client partnerships, and ensuring the successful delivery of services across enterprise and public sector accounts. The ideal candidate will have extensive experience managing contact center client accounts, with a strong understanding of both contact center operations and client relationship management.

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
• WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?

Requirements

• Extensive experience managing contact center client accounts
• Strong understanding of both contact center operations and client relationship management
• Experience supporting enterprise-level and public sector clients
• Exceptional communicator and presenter
• Proactive mindset, strong sense of ownership, excellent problem-solving skills, and a commitment to delivering outstanding client service
• Full-time, office-based position requiring regular onsite attendance and the flexibility to travel up to 20% of the time for client meetings, business reviews, and operational support

Qualifications

• Must be 18 years of age or older
• High school diploma or equivalent
• 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)
• 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

• Customer service oriented
• Proactive mindset
• Strong problem-solving skills
• Excellent communication skills
• Organizational skills
• Team orientation
• Customer focus
• Conflict resolution

Benefits

At MCI, we offer a comprehensive benefits package designed to support your health, financial stability, and overall well-being. This includes:

• Health insurance
• Paid time off
• Retirement savings plans
• Flexible spending accounts
• Employee assistance programs

Pay

Compensation for this role is competitive and commensurate with experience. Please visit our careers page for more details.

Schedule

This is a full-time, office-based position that requires regular onsite attendance and the flexibility to travel up to 20% of the time for client meetings, business reviews, and operational support.