Client Services Manager

OneMCI•Richmond, VA

12d•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 for a skilled and proactive Client Services Manager to serve as the key point of contact for assigned client accounts. This role is responsible for ensuring exceptional service delivery , fostering strong client relationships, d riving operational improvements and identifying opportunities for account growth . The ideal candidate will have a solid background in client services, account management, or operations, along with excellent communication, leadership, and problem-solving skills. 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

Demonstrated experience in client services, account management, or operations.
Strong interpersonal and communication skills with the ability to build trust and influence stakeholders.
Excellent organizational and problem-solving abilities.
Proven ability to manage multiple priorities and collaborate across departments.
Analytical mindset with strong attention to detail.
Bachelor’s degree in Business Administration, Operations Management, Communications, or a related field, or equivalent professional experience.
Minimum of 3 years’ experience in a client-facing role within a BPO, customer experience, or related industry.
Proven success in managing client relationships and meeting performance targets.
Proficiency in Microsoft Office Suite (Excel, PowerPoint, Word).
Strong verbal and written communication skills.
Ability to thrive in a fast-paced, dynamic environment.
Proactive approach with a focus on continuous improvement and collaboration across QA, Training, and Operations teams.

Nice To Haves

Familiarity with KPIs, SLAs, and client reporting processes is a plus.
Experience with CRM or workforce management tools is advantageous.

Responsibilities

Act as the primary liaison for assigned clients, ensuring their needs are met with professionalism and efficiency.
Oversee service delivery to ensure alignment with client expectations, service level agreements (SLAs), and key performance indicators (KPIs).
Conduct regular business reviews and present performance updates to clients.
Collaborate with internal teams including operations, quality assurance and training to resolve issues and enhance service delivery.
Identify and pursue opportunities for account expansion and recommend value-added services.
Manage client onboarding, transitions and change requests to ensure a seamless experience.
Monitor client satisfaction and proactively address concerns to maintain strong, long-term partnerships.
Support internal process optimization to uphold consistent service quality.

Benefits

Paid Time Off: Earn PTO and paid holidays to take the time you need.
Incentives & Rewards: Participate in daily, weekly, and monthly contests that include cash bonuses and prizes ranging from electronics to dream vacations and sometimes even cars!
Health Benefits: Full-time employees are eligible for comprehensive medical, dental, and vision coverage after 60 days of employment, and all employees have access to MEC medical plans after just 30 days. Benefit options vary by location.
Retirement Savings: Secure your future with retirement savings programs, where available.
Disability Insurance: Short-term disability coverage is available to help protect you during unexpected challenges.
Life Insurance: Access life insurance options to safeguard your loved ones.
Supplemental Insurance: Accident and critical illness insurance
Career Growth: With a focus on internal promotions, employees enjoy significant advancement opportunities.
Paid Training: Learn new skills while earning a paycheck.
Fun, Engaging Work Environment: Enjoy a team-oriented culture that fosters collaboration and engagement.
Casual Dress Code: Be comfortable while you work.