Call Center Client Account Manager III

About the role

MCI is seeking an experienced Call Center Client Account Manager III 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.

Qualifications

• 10+ years of experience.
• Able to learn customer service software applications.
• Proficient in Microsoft Office Suite products.
• Experience managing complex business process.
• Effective communication skills.
• Problem-solving and analytical ability.
• Ability to multi-task in a fast-paced environment.
• High school diploma or equivalent.
• Minimum 18 years of age.
• Led by Six Sigma, Six Sigma, and project management certification are a plus.

Benefits

Compensation details are provided in the job description. MCI offers a variety of benefits and incentives to support and reward our team members, including health benefits, retirement savings, disability insurance, life insurance, and paid training.

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.

Physical Requirements

This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds.