Job Description
POSITION 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 looking for a client-focused and relationship-driven Client Services Manager to serve as the primary liaison between our BPO contact center and our clients. You will be responsible for managing client expectations, ensuring service delivery, and driving account growth. If you excel at building partnerships and delivering results, this role is for you. 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. POSITION RESPONSIBILITIES 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 upselling additi