Call Center Client Account Manager II

Position Overview Call Center Client Account Manager II – full‑time position. Report to office. Travel up to 20% of time. 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 10+ years of experience in client account management of contact center or complex business process outsourcing accounts Strong public speaking and professional relationship building skills Ability to learn customer service software applications Proficiency in Microsoft Office Suite products Experience managing complex business processes Effective communication, problem‑solving and analytical skills 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 Required Documentation & Background 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 security investigation with fingerprint Must be willing to submit to drug screening EEO / ADA Statement 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. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodations are needed, please contact Human Resources. 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. MCI will not tolerate discrimination or harassment based on any of these characteristics. We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline. 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