Call Center Client Account Manager I

MCI Careers•Las Cruces, NM

10d•$50,000 - $65,000•Onsite

About The Position

MCI is a rapidly growing tech-enabled business services company with a significant call center presence and operations in multiple countries. We offer Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions for various industries including healthcare, retail, government, education, telecom, technology, e-commerce, and financial services. Our contact centers utilize both on-site and remote agents, employing advanced technologies to improve customer interactions, enable scalability, and reduce costs. MCI is dedicated to creating an environment where professionals can build rewarding careers, access ongoing learning and development, and contribute to a globally expanding, leading organization. We are looking for an experienced Call Center Client Account Manager I to manage complex business process outsourcing (BPO) accounts. This role involves overseeing enterprise and public sector client relationships, ensuring excellent service delivery and operational success. This is a senior-level position that requires demonstrated experience in contact center account management. A background in both contact center operations and client services or account management is highly desirable. The ideal candidate will be an effective communicator, a confident presenter, and a skilled relationship builder with a strong sense of ownership, professionalism, and a results-oriented work ethic. This is a full-time, office-based role with up to 20% travel. As the main point of contact for clients and MCI's operational and shared services teams, you will manage daily client relationships, lead strategic initiatives, oversee change management, ensure process compliance, and deliver superior service. To be considered, candidates must complete a full application on our company careers page, including all screening questions and a brief pre-employment test.

Requirements

Must be 18 years of age or older
High school diploma or equivalent
Experience with data-entry utilizing a computer
The ability to read and speak English fluently
Have a wired, high-speed internet connection (Download speed of 20Mbps+)
Excellent organizational, written, and oral communication skills
The ability to type swiftly and accurately (20+ words a minute)
Ability to work regularly scheduled shifts within our hours of operation including the training period.
Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
Familiarity with computer and Windows PC applications and the ability to learn new and complex computer system applications
Highly reliable with the ability to maintain regular attendance and punctuality
The ability to evaluate, troubleshoot, and follow-up on customer issues
An aptitude for conflict resolution, problem solving and negotiation
Must be customer service oriented (empathetic, responsive, patient, and conscientious)
Ability to multi-task, stay focused, and self-manage
Strong team orientation and customer focus
The ability to thrive in a fast-paced environment where change and ambiguity are prevalent
Excellent interpersonal skills and the ability to build relationships with your team and customers

Nice To Haves

One (1) year of experience in customer service, technical support, inside sales, back-office, chat, or administrative support in a contact center environment
State or Federal work experience