Call Center Client Account Manager II
About The Position
MCI is seeking an experienced Call Center Client Account Manager II to support complex business process outsourcing accounts. This role will oversee enterprise and public sector client relationships and service delivery. This is a senior-level position requiring experience in account management of contact center clients. Experience in both contact center operations and client services or account management is preferred. Candidates for this role should be strong public speakers, excellent at building strong professional relationships, display a high degree of ownership, and possess a strong work ethic. This is a full-time position and requires the employee to report to the office and travel up to 20% of their time.
Requirements
- Requires 10+ years of experience
- Must have the ability to learn customer service software applications
- Proficient in Microsoft Office Suite products
- Experience managing complex business process
- Effective communication skills
- Problem-solving and analytical ability
- Ability to multi-task in a fast-paced environment
- High school diploma or equivalent
- Minimum 18 years of age
Nice To Haves
- Lean Six Sigma, Six Sigma, and project management certification are a plus
Responsibilities
- Managing the day-to-day client relationship including strategic planning, change management, process creation and adherence, and service delivery.
- Acting as the primary point of contact for the client and the MCI operations and shared services team.
- Develop a detailed understanding of client products and services
- Process design and implementation
- Client scorecards and business reviews
- Ongoing continuous improvement
- Issue identification and resolution
- Project management of new launches and initiatives
- Program efficiency and financial performance
Benefits
- Paid Time Off
- Paid holidays
- Daily, weekly, and monthly contests that include cash bonuses and prizes
- Comprehensive medical, dental, and vision coverage after 60 days of employment
- MEC medical plans after just 30 days
- Retirement savings programs
- Short-term disability coverage
- Life insurance options
- Supplemental Insurance: Accident and critical illness insurance
- Career Growth: With a focus on internal promotions, employees enjoy significant advancement opportunities.
- Paid Training
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
High school or GED
