Client Services Manager

About the role

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.

Responsibilities

• Act as the primary liaison for assigned clients, ensuring their needs are met with professionalism and efficiency.
• Oversee service delivery to ensure alignment with client expectations, service level agreements (SLAs), and key performance indicators (KPIs).
• Conduct regular business reviews and present performance updates to clients.
• Collaborate with internal teams including operations, quality assurance and training to resolve issues and enhance service delivery.
• Identify and pursue opportunities for account expansion and recommend value-added services.
• Manage client onboarding, transitions and change requests to ensure a seamless experience.
• Monitor client satisfaction and proactively address concerns to maintain strong, long-term partnerships.
• Support internal process optimization to uphold consistent service quality.

Requirements

Demonstrated experience in client services, account management, or operations. Strong interpersonal and communication skills with the ability to build trust and influence stakeholders. Excellent organizational and problem-solving abilities. Proven ability to manage multiple priorities and collaborate across departments. Analytical mindset with strong attention to detail. Familiarity with KPIs, SLAs, and client reporting processes is a plus.

Qualifications

• Bachelor’s degree in Business Administration, Operations Management, Communications, or a related field, or equivalent professional experience.
• Minimum of 3 years’ experience in a client-facing role within a BPO, customer experience, or related industry.
• Proven success in managing client relationships and meeting performance targets.
• Proficiency in Microsoft Office Suite (Excel, PowerPoint, Word).
• Experience with CRM or workforce management tools is advantageous.
• Strong verbal and written communication skills.
• Ability to thrive in a fast-paced, dynamic environment.
• Proactive approach with a focus on continuous improvement and collaboration across QA, Training, and Operations teams.

Skills

• Client services, account management, or operations experience.
• Excellent interpersonal and communication skills.
• Strong organizational and problem-solving abilities.
• Proven ability to manage multiple priorities and collaborate across departments.
• Analytical mindset with strong attention to detail.
• Familiarity with KPIs, SLAs, and client reporting processes.

Benefits

At MCI, we offer a variety of benefits and incentives to support and reward our team members. These include health benefits, retirement savings programs, disability insurance, life insurance, and paid training. We also provide a casual dress code and a fun, engaging work environment. For more details, please visit our company careers page.

Pay

We are committed to competitive compensation and benefits packages that grow with you over time. Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members.

Schedule

The role 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.