Call Center Client Account Manager III
About The Position
MCI is seeking an experienced Call Center Client Account Manager III to support complex business process outsourcing accounts. This senior-level role will oversee enterprise and public sector client relationships and service delivery. The ideal candidate will have a strong background in account management of contact center clients, with experience in both contact center operations and client services or account management being preferred. Strong public speaking skills, the ability to build strong professional relationships, a high degree of ownership, and a strong work ethic are essential for this position. This is a full-time, on-site position that requires up to 20% travel.
Requirements
- 10+ years of experience
- 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
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.
- Developing 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 with cash bonuses and prizes
- Comprehensive medical, dental, and vision coverage (for full-time employees after 60 days)
- MEC medical plans (for all employees after 30 days)
- Retirement savings programs (where available)
- Short-term disability coverage
- Life insurance options
- Supplemental insurance (Accident and critical illness)
- Career Growth opportunities with a focus on internal promotions
- Paid Training
- Fun, Engaging Work Environment
- Casual Dress Code
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
High school or GED
