Contact Center Client Services Manager

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 ...