Experienced Call Center Client Services Manager
About The Position
MCI is a rapidly growing tech-enabled business services company with a significant call center presence and international operations. We provide Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across various industries. Our contact centers utilize both on-site and remote agents, employing advanced technologies to improve customer interactions, enable scalability, and reduce costs. MCI is dedicated to creating a professional environment that supports career development, continuous learning, and contributes to the success of a global organization. We are seeking an Experienced Client Services Manager to oversee client relationships and ensure consistent service delivery within our contact center. This role involves acting as the main point of contact, managing SLAs and KPIs, and collaborating with internal teams to address issues and drive service enhancements. The ideal candidate will have prior experience in client services within a BPO setting, excellent communication abilities, and the capacity to manage multiple accounts while providing data-driven insights and supporting account expansion.
Requirements
- 3+ years of experience in client services or account management in a BPO.
- Strong relationship management and communication skills.
- Ability to analyze data and present insights to clients.
- Experience managing multiple client accounts.
- Bachelor’s degree in Business, Communications, or a related field.
Responsibilities
- Serve as the primary point of contact for assigned client accounts.
- Conduct regular business reviews and performance presentations.
- Monitor service delivery and ensure adherence to SLAs and KPIs.
- Collaborate with operations, QA, and training teams to resolve issues.
- Identify opportunities for account growth and service improvement.
- Manage client onboarding, transitions, and change requests.
- Track and report on client satisfaction and feedback.
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
- Short-term disability coverage
- Life insurance options
- Supplemental Insurance (Accident and critical illness)
- Career Growth opportunities with a focus on internal promotions
- Paid Training
- Casual Dress Code
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
