Call Center Client Account Manager II

MCI Careers•Mesilla, NM

1d•Onsite

About The Position

MCI is a rapidly growing tech-enabled business services company with a significant call center presence and international operations. They offer Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across various industries. Their contact centers utilize both on-site and remote agents with advanced technologies to improve customer experiences, scalability, and cost-efficiency. MCI is dedicated to professional growth, continuous learning, and development within a globally expanding organization. This role is for an experienced Client Account Manager II to manage complex BPO accounts, build client partnerships, and ensure successful service delivery for enterprise and public sector clients. The position serves as the main point of contact between clients and internal operations, focusing on account performance, client satisfaction, and identifying growth opportunities. Collaboration with cross-functional teams is key to ensuring service excellence, operational efficiency, and achieving client objectives. The ideal candidate will have extensive experience in contact center client account management, a solid understanding of contact center operations and client relationship management, and preferably experience with enterprise-level and public sector clients. Strong communication, presentation, problem-solving, and client service skills are essential. This is a full-time, office-based role requiring onsite attendance and up to 20% travel for client meetings and operational support. Applicants must complete a full application on the company careers page, including screening questions and a 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