Call Center Client Account Manager II

Job Description

Job Description

Overview

MCI is one of the fastest-growing tech-enabled business services companies in the USA, with a strong call center footprint and operations that extend across multiple countries. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across a wide range of industries, including healthcare, retail, government, education, telecom, technology e-commerce, and financial services. Our contact centers are powered by both on-site and remote agents, leveraging advanced technologies to enhance customer journeys, drive scalability and reduce costs.

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 seeking an experienced Client Account Manager II to join our dynamic contact center team. In this role, you will be responsible for managing complex Business Process Outsourcing (BPO) accounts, fostering strong client partnerships, and ensuring the successful delivery of services across enterprise and public sector accounts.

As the primary liaison between clients and internal operational teams, you will oversee account performance, drive client satisfaction, and identify opportunities to strengthen relationships and support business growth. You will work collaboratively with cross-functional teams to ensure service excellence, operational efficiency, and the achievement of client objectives.

The ideal candidate will have extensive experience managing contact center client accounts, with a strong understanding of both contact center operations and client relationship management. Experience supporting enterprise-level and public sector clients is highly desirable. You should be an exceptional communicator and presenter, capable of building trusted relationships with stakeholders at all levels. A proactive mindset, strong sense of ownership, excellent problem-solving skills, and a commitment to delivering outstanding client service are essential for success in this role.

This is a full-time, office-based position that requires regular onsite attendance and the flexibility to travel up to 20% of the time for client meetings, business reviews, and operational support.

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.

Responsibilities

Key Responsibilities:

• Develop 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

Qualifications

WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?

All positive, and driven applicants are encouraged to apply. The Ideal candidates for this position are highly motivated and dedicated and should possess the below qualities:

• Must be 18 years of age or older
• High school diploma or equivalent
• Experience with data-entry utilizing a computer
• The ability to read and speak English fluently
• Have a wired, high-speed internet connection (Download speed of 20Mbps+)
• Excellent organizational, written, and oral communication skills
• The ability to type swiftly and accurately (20+ words a minute)
• Ability to work regularly scheduled shifts within our hours of operation including the training period.
• Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
• Familiarity with computer and Windows PC applications and the ability to learn new and complex computer system applications
• Highly reliable with the ability to maintain regular attendance and punctuality
• The ability to evaluate, troubleshoot, and follow-up on customer issues
• An aptitude for conflict resolution, problem solving and negotiation
• Must be customer service oriented (empathetic, responsive, patient, and conscientious)
• Ability to multi-task, stay focused, and self-manage
• Strong team orientation and customer focus
• The ability to thrive in a fast-paced environment where change and ambiguity are prevalent
• Excellent interpersonal skills and the ability to build relationships with your team and customers

Preferred (Not Required)

• One (1) year of experience in customer service, technical support, inside sales, back-office, chat, or administrative support in a contact center environment
• State or Federal work experience