Call Center Client Account Manager II

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. Position Looking to add an experienced Call Center Client Account Manager II to support complex business process outsourcing accounts. This role will oversee enterprise and public sector client relationships and service delivery. This is a senior-level position requiring experience in account management of contact center clients. Experience in both contact center operations and client services or account management is preferred. Candidates for this role should be strong public speakers, excellent at building strong professional relationships, display a high degree of ownership, and possess a strong work ethic. This is a full-time position and requires the employee to report to the office and travel up to 20% of their time. Position Responsibilities Enterprise Account Managers are responsible for managing the day-to-day client relationship including strategic planning, change management, process creation and adherence, and service delivery. In this role, you will act as the primary point of contact for the client and the MCI operations and shared services team. 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 Candidate Qualifications Requires 10+ years of experience Must have the ability to learn customer service software applications Proficient in Microsoft Office Suite products Experience managing complex business process Effective communication skills Problem-solving and analytical ability Ability to multi-task in a fast-paced environment High school diploma or equivalent Minimum 18 years of age Lean Six Sigma, Six Sigma, and project management certification are a plus Compensation Details WANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION? At MCI, we believe that your hard work deserves recognition and reward. Our compensation and benefits packages are designed to be competitive and to grow with you over time. Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members. What You Can Expect From MCI We understand the importance of balance and support, which is why we offer a variety of benefits and incentives that go beyond a paycheck. Our team members enjoy: 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. Compensation & Benefits That Fit Your Life MCI takes pride in tailoring our offerings to fit the needs of our diverse team across subsidiaries and locations. While specific benefits and incentives may vary by geography, the core of our commitment remains the same: rewarding effort, providing growth opportunities, and creating an environment where every employee feels valued. Physical Requirements This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds. Conditions of Employment All MCI Locations: Must be authorized to work in the country where the job is based. Subject to the program and location of the position: Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint. Job offers are contingent on background/security investigation results. Must be willing to submit to drug screening. Job offers are contingent on drug screening results. Reasonable Accommodation Consistent with the Americans with Disabilities Act (ADA), it is the policy of MCI and its affiliates to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. If reasonable accommodations are needed, please contact Human Resources. Equal Opportunity Employer At MCI and its subsidiaries, we embrace differences and believe diversity benefits our employees, company, customers, and community. All aspects of employment at MCI are based solely on a person\'s merit and qualifications. MCI maintains a work environment free from discrimination, where employees are treated with dignity and respect. All employees are responsible for fulfilling MCI\'s commitment to a diverse and equal-opportunity work environment. MCI does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances. MCI will consider qualified applicants with criminal histories for employment in a manner consistent with local and federal requirements. MCI will not tolerate discrimination or harassment based on any of these characteristics. In addition, MCI\'s policy is to provide reasonable accommodation to qualified employees with protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works. #J-18808-Ljbffr Mass Markets