Role Summary
MCI is a leading tech‑enabled business services company that delivers Customer Experience (CX) and Business Process Outsourcing (BPO) solutions across a wide range of industries. The Client Services Manager serves as the primary liaison between our BPO contact center and assigned clients, managing expectations, ensuring service delivery, and driving account growth.
Key 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 upsell additional services.
* Manage client onboarding, transitions, and change requests.
* Monitor client satisfaction and proactively address concerns.
Qualifications
* 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.
Benefits and Perks
* Competitive compensation based on experience.
* Health insurance (HMO coverage plus dependent).
* Dental coverage and in‑house dental assistance.
* Paid training and career‑development programs.
* Performance and loyalty bonuses.
* Employee shuttle services, company retreats, and off‑site events.
* Additional allowances for meals, clothing, and laundry.
EEO Statement – MCI is an equal opportunity employer. We embrace diversity, provide reasonable accommodations for qualified individuals with disabilities, and prohibit discrimination on the basis of race, color, religion, gender identity, sexual orientation, national origin, disability, age, and other protected characteristics.
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