Contact Center Client Services Manager

OneMCI•Tampa, FL

3d•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 client-focused and relationship-driven Client Services Manager to serve as the primary liaison between our BPO contact center and our clients. You will be responsible for managing client expectations, ensuring service delivery, and driving account growth. If you excel at building partnerships and delivering results, this role is for you. 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

Bachelor’s degree in Business, Communications, or a related field (preferred).
3+ years of experience in client services or account management in a BPO or contact center.
Strong relationship management and communication skills.
Ability to analyze data and present insights to clients.
Experience managing multiple client accounts simultaneously.
Familiarity with CRM tools and reporting platforms.

Responsibilities

Serve as the main point of contact for assigned client accounts.
Ensure service delivery aligns with client expectations, SLAs, and KPIs.
Conduct regular business reviews and performance presentations with clients.
Collaborate with operations, QA, and training teams to resolve issues and implement improvements.
Identify opportunities for account growth and upselling additional services.
Manage client onboarding, transitions, and change requests.
Monitor client satisfaction and proactively address concerns.

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.