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

• 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.
• Bachelor’s degree in Business, Communications, or a related field.

Qualifications

The ideal candidate has experience in client services within a BPO, strong communication skills, and the ability to manage multiple accounts while delivering data-driven insights and supporting account growth.

Skills

Not specified.

Benefits

Not specified.

Pay

Starting compensation is based on experience.

Schedule

Not specified.

Benefits

• Full-time employees are eligible for comprehensive medical, dental, and vision coverage after 60 days of employment, and all employees have access to MEC medical plans after just 30 days.
• Short-term disability coverage is available to help protect you during unexpected challenges.
• Comprehensive retirement savings programs, where available.
• Affordable accident and critical illness insurance.

Company Culture

We embrace differences and believe diversity is a benefit to our employees, our company, our customers, and our community. All aspects of employment at MCI are based solely on a person's merit and qualifications. MCI maintains a work environment free from discrimination, one where employees are treated with dignity and respect.

Equal Opportunity Employer

MCI is an Equal Opportunity Employer. We do not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances where an employee works.

Background Check

Must be willing to submit to a background and/or security investigation with a fingerprint.

Drug Screening

Must be willing to submit to a drug screening.

Work Environment

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.

Application Instructions

To apply for this position, please complete a full application on our company careers page, including all screening questions and a brief pre-employment test.