Experienced Call Center Client Services Manager
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 hiring an Experienced Client Services Manager to manage client relationships and ensure consistent service delivery within our contact center. You will act as the primary point of contact, oversee SLAs and KPIs, and work with internal teams to resolve issues and drive improvements. The ideal candidate has experience in client services within a BPO, strong communication skills, and the ability to manage multiple accounts while delivering data-driven insights and supporting account growth. 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
- 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.
- 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.
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
- Incentives & Rewards (cash bonuses, 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 insurance)
- Career Growth (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
Mid Level
