Experienced Call 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 primary point of contact for assigned client accounts.
• Conduct regular business reviews and performance presentations.
• Monitor service delivery and ensure adherence to SLAs and KPIs.
• Collaborate with operations, QA, and training teams to resolve issues.
• Identify opportunities for account growth and service improvement.
• Manage client onboarding, transitions, and change requests.
• Track and report on client satisfaction and feedback.

Requirements

• Bachelor’s degree in Business, Communications, or a related field.
• 3+ years of experience in client services or account management in a BPO.
• Strong relationship management and communication skills.
• Ability to analyze data and present insights to clients.
• Experience managing multiple client accounts.

Qualifications

• Highly motivated and dedicated.
• Willingness to submit to background and security investigations.
• Willingness to submit to drug screening.

Skills

• Excellent communication skills.
• Data analysis and presentation skills.
• Client relationship management.
• Problem-solving and conflict resolution skills.

Benefits

At MCI, we offer a variety of benefits and incentives to support and reward our team members, including:

• Paid Time Off
• Incentives & Rewards
• Health Benefits
• Retirement Savings
• Disability Insurance
• Life Insurance
• Career Growth
• Paid Training
• Fun, Engaging Work Environment
• Casual Dress Code

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 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.

Equal Opportunity Employer

MCI is an Equal Opportunity Employer and complies with applicable federal, state, and local laws governing nondiscrimination in employment based on age, race, color, religion, gender, sexual orientation, national origin, citizenship, disability, veteran status, genetic information, and any other legally protected class. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.