Call Center Client Account Manager III

MCI Careers•Las Cruces, NM

10d•$50,000 - $65,000•Onsite

About The Position

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. We are seeking an experienced Call Center Client Account Manager III to manage complex business process outsourcing (BPO) accounts. In this role, you will oversee enterprise and public sector client relationships, ensuring exceptional service delivery and operational success. This is a senior-level position requiring proven experience managing contact center client accounts. Experience in both contact center operations and client services or account management is highly preferred. The ideal candidate is an effective communicator and confident presenter who excels at building strong professional relationships. You should demonstrate a high level of ownership, strong problem-solving skills, and a results-driven work ethic. This is a full-time, office-based position with up to 20% travel required. As the primary point of contact between the client and MCI's operations and shared services teams, you will manage day-to-day client relationships, lead strategic planning initiatives, oversee change management, ensure process compliance, and drive high-quality service delivery. To be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment test.

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
Must be authorized to work in the country where the job is based.
Subject to the program and location of the position
Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint. Job offers are contingent on background/security investigation results.
Must be willing to submit to drug screening. Job offers are contingent on drug screening results.

Nice To Haves

Experience in both contact center operations and client services or account management is highly preferred.
Lean Six Sigma, Six Sigma, and project management certification are a plus