Contact Center 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. 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.

Responsibilities

• Serve as the main point of contact for assigned client accounts.
• Ensure service delivery aligns with client expectations, SLAs, and KPIs.
• Conduct regular business reviews and performance presentations with clients.
• Collaborate with operations, QA, and training teams to resolve issues and implement improvements.
• Identify opportunities for account growth and upselling additional services.
• Manage client onboarding, transitions, and change requests.
• Monitor client satisfaction and proactively address concerns.

Requirements

• Bachelor’s degree in Business, Communications, or a related field (preferred).
• 3+ years of experience in client services or account management in a BPO or contact center.
• Strong relationship management and communication skills.
• Ability to analyze data and present insights to clients.
• Experience managing multiple client accounts simultaneously.
• Familiarity with CRM tools and reporting platforms.

Qualifications

• Highest level of integrity and professionalism.
• Highly motivated and dedicated.
• Excellent problem-solving and decision-making skills.
• Ability to work independently and as part of a team.
• Strong organizational and time management skills.

Skills

• Exceptional interpersonal and communication skills.
• Strong negotiation and conflict resolution abilities.
• Proficient in Microsoft Office Suite.
• Knowledge of Salesforce or similar CRM systems.
• Experience with project management tools like Asana or Trello.

Benefits

We offer a comprehensive benefits package including health insurance, retirement savings, disability insurance, and paid time off. We also provide incentives and rewards, career growth opportunities, and a supportive work environment.

Pay

Starting compensation is based on experience and is competitive within the industry. Details will be provided during the interview process.

Schedule

The role operates in a professional office environment. Employees will primarily sit and stand for long periods while using a computer and telephone headset. Occasional movement and lifting up to 40 pounds may be required.

To apply, please visit our careers page and complete the full application, including screening questions and a brief pre-employment test.