Client Services Manager
MCI is a leading tech-enabled business services company with a global footprint across various industries, delivering Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) solutions.
We are seeking a client-focused, relationship-driven manager to serve as the primary liaison between our BPO contact center and clients. The role involves managing client expectations, ensuring service delivery, and driving account growth.
Key Responsibilities
* Serve as 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.
Ideal Candidate Qualities
* 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.
Eligibility & Requirements
* 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 a fingerprint.
* Must be willing to submit to drug screening (not applicable in Canada).
Equal Opportunity Statement
At MCI and its subsidiaries, we embrace differences and believe diversity is a benefit to our employees, our company, our customers, and our community. All aspects of employment are based solely on a person’s merit and qualifications. MCI maintains a work environment free from discrimination, one where employees are treated with dignity and respect. All employees share in the responsibility 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 for employment qualified applicants with criminal histories in a manner consistent with local and federal requirements.
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, it is the policy of MCI to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works.
ADA Accommodations
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.
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