Experienced Call Center Client Services Manager

MCI; San Fernando; On-site; PHP 334,800 - 558,000; Full time

Benefits offered by this job

Health insurance

Meal allowances

Performance bonuses

Employee shuttle services

Job summary

MCI is seeking an Experienced Client Services Manager in San Fernando, Pampanga. This role involves managing client relationships and ensuring consistent service delivery within our contact center.

The ideal candidate will have over 3 years of experience in client services or account management with the ability to analyze data and communicate insights effectively. You will monitor SLAs and KPIs, collaborate with internal teams, and oversee client onboarding and transitions.

The position offers various benefits including health insurance, allowances, and opportunities for career growth.

Qualifications

• 3+ years of experience in client services or account management in a BPO.
• Strong relationship management and communication skills.
• Ability to analyze data and present insights to clients.
• Experience managing multiple client accounts.

Responsibilities

• Serve as the primary point of contact for assigned client accounts.
• Conduct regular business reviews and performance presentations.
• Monitor service delivery and ensure adherence to SLAs and KPIs.
• Collaborate with operations, QA, and training teams to resolve issues.
• Identify opportunities for account growth and service improvement.

Skills

Client services experience

Relationship management

Communication skills

Data analysis

Education

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

Job description

LOCATION

San Fernando, PH

POSITION OVERVIEW

MCI is a leading tech‑enabled business services company delivering Customer Experience (CX), Business Process Outsourcing (BPO), and Anything‑as‑a‑Service (XaaS) solutions. We are hiring an Experienced Client Services Manager to manage client relationships and ensure consistent service delivery within our contact center. The role is the primary point of contact for client accounts, overseeing SLAs and KPIs, and collaborating with internal teams to resolve issues and drive improvements.

POSITION RESPONSIBILITIES

• Serve as the primary point of contact for assigned client accounts.
• Conduct regular business reviews and performance presentations.
• Monitor service delivery and ensure adherence to SLAs and KPIs.
• Collaborate with operations, QA, and training teams to resolve issues.
• Identify opportunities for account growth and service improvement.
• Manage client onboarding, transitions, and change requests.
• Track and report on client satisfaction and feedback.

CANDIDATE QUALIFICATIONS

• 3+ years of experience in client services or account management in a BPO.
• Strong relationship management and communication skills.
• Ability to analyze data and present insights to clients.
• Experience managing multiple client accounts.
• Bachelor’s degree in Business, Communications, or a related field.

CONDITIONS OF EMPLOYMENT

• 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/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.

COMPENSATION DETAILS

• Starting compensation is based on experience.
• Health insurance (HMO Coverage) and dependent coverage for Rank & File and Supervisors/Managers.
• Dental coverage and in‑house dental benefits.
• Free meal during training.
• Career growth and learning opportunities.
• Allowances for rice, clothing, laundry, and meals.
• Performance and loyalty bonuses.
• Employee shuttle services.
• Company retreats and off‑site events.

PHYSICAL REQUIREMENTS

This job operates in a professional office environment. The employee will be largely sedentary and required to sit/stand for long periods while using a computer and telephone headset. The employee is required to operate office equipment, and may occasionally move around the office, reach in any direction, and lift up to forty (40) pounds.

REASONABLE ACCOMMODATION

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.

DIVERSITY AND EQUALITY

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 at MCI 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 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 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.