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

• 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

• 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

Qualifications

• High school diploma or equivalent
• Minimum 18 years of age

Skills

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

Benefits

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

Pay

Starting compensation is based on experience.

Schedule

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.

Company Information

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.