Client Services Manager, Contact Center Growth & CX

MCI Careers; Tampa (FL); On-site; USD 70,000 - 110,000; Full time

Benefits offered by this job

Paid Time Off

Health benefits

Career growth opportunities

Paid Training

Job summary

MCI is seeking a Client Services Manager to act as the primary liaison between our BPO contact center and clients in a fast-growing tech-enabled services environment. You will manage expectations, ensure service delivery, and drive account growth across multiple client accounts.

Ideal candidates will have 3+ years in client services or account management in a BPO or contact center, strong relationship-building skills, and experience with CRM and data reporting tools.

Qualifications

• Bachelor’s degree preferred in Business, Communications, or related field.
• 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.

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.

Skills

Relationship management

Communication skills

Data analysis

Account management

Education

Bachelor’s degree in Business or Communications

Tools

CRM tools

Reporting platforms

Job description

MCI is seeking a Client Services Manager to act as the primary liaison between our BPO contact center and clients in a fast-growing tech-enabled services environment. You will manage expectations, ensure service delivery, and drive account growth across multiple client accounts.

Ideal candidates will have 3+ years in client services or account management in a BPO or contact center, strong relationship-building skills, and experience with CRM and data reporting tools.