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.
• Familiarity with CRM tools and reporting platforms.

Qualifications

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

Skills

• Exceptional interpersonal and communication skills.
• Strong negotiation and conflict resolution skills.
• Proficient in CRM tools and reporting platforms.
• Experience with project management tools.
• Knowledge of industry best practices and trends.

Benefits

We offer a comprehensive benefits package that includes:

• Comprehensive medical, dental, and vision coverage.
• Paid time off.
• Incentive and rewards programs.
• Retirement savings options.
• Disability and life insurance.
• Flexible work arrangements.
• Professional development opportunities.

Pay

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.

Equal Opportunity Employer

MCI is an equal opportunity employer and is committed to a diverse workforce. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.