Contact Center Client Services Manager

MCI; Edwardsville; On-site; CAD 60,000 - 80,000; Full time

Job summary

A fast-growing tech-enabled business services company in Nova Scotia is seeking a Client Services Manager to be the primary liaison with clients. This role demands strong relationship management and communication skills, along with a solid understanding of client expectations, service delivery, and account growth strategies. The ideal candidate should have over 3 years of experience in a similar role within a BPO or contact center environment, with a degree in Business or Communications highly preferred. Benefits and opportunities for career advancement are offered.

Benefits

Paid Time Off

Health Benefits

Life Insurance

Career Growth

Paid Training

Fun Work Environment

Casual Dress Code

Qualifications

• 3+ years of experience in client services or account management in a BPO or contact center.
• Experience managing multiple client accounts simultaneously.

Responsibilities

• Serve as the main point of contact for assigned client accounts.
• Conduct regular business reviews and performance presentations with clients.
• Manage client onboarding, transitions, and change requests.

Skills

Relationship management

Communication skills

Data analysis

CRM tools familiarity

Education

Bachelor’s degree in Business, Communications, or a related field

Job description

Location

Sydney, NS

Company 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.

About MCI

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.

Role Overview

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.

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 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.

Location Requirements

Must be authorized to work in the country where the job is based.

Background & Security

• Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint. Job offers are contingent on background/security investigation results.
• Must be willing to submit to drug screening. Job offers are contingent on drug screening results. (Does not apply in Canada)

Benefits

• Paid Time Off Earn PTO and paid holidays to take the time you need.
• Health Benefits Full-time employees are eligible for supplemental health coverage through Blue Cross.
• Life Insurance Access life insurance options to safeguard your loved ones.
• Supplemental Insurance Accident and critical illness insurance
• Career Growth With a focus on internal promotions, employees enjoy significant advancement opportunities.
• Paid Training Learn new skills while earning a paycheck.
• Fun, Engaging Work Environment Enjoy a team-oriented culture that fosters collaboration and engagement.
• Casual Dress Code Be comfortable while you work.

Compensation

Starting compensation is based on experience and we offer a variety of benefits and incentives to support and reward our team members.

Work Environment

This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds.

EEO Statement

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. MCI helps customers take on their CX and DX challenges differently, creating industry-leading solutions that deliver exceptional experiences and drive optimal performance. MCI assists companies with business process outsourcing, staff augmentation, contact center customer services, and IT Services needs by providing general and specialized hosting, software, staff, and services. MCI assists companies with business process outsourcing, staff augmentation, contact center customer services, and IT Services needs by providing general and specialized hosting, software, staff, and services.