Call Center Client Account Manager III

OneMCI•Dallas, TX

1d•Onsite

About The Position

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 looking to add an experienced Call Center Client Account Manager III 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. 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

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.
Must be authorized to work in the country where the job is based.
Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint.
Must be willing to submit to drug screening.

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.
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
Incentives & Rewards (daily, weekly, and monthly contests with cash bonuses and prizes)
Comprehensive medical, dental, and vision coverage after 60 days of employment for full-time employees
MEC medical plans after 30 days for all employees
Retirement savings programs, where available
Short-term disability coverage
Life insurance options
Supplemental Insurance (Accident and critical illness insurance)
Career Growth (significant advancement opportunities with a focus on internal promotions)
Paid Training
Fun, Engaging Work Environment
Casual Dress Code