Contact Center Client Services Manager

MCI; Mesilla (NM); On-site; USD 60,000 - 80,000; Full time

Benefits offered by this job

Paid Time Off

Health Benefits

Career Growth

Job summary

A leading BPO company is seeking a Client Services Manager in Mesilla, NM. This role involves managing client expectations, ensuring service delivery, and driving account growth. The ideal candidate has at least 3 years of experience in client services or account management, with strong relationship management skills. Benefits include paid time off, health coverage, and career growth opportunities.

Qualifications

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

Responsibilities

• Serve as the main point of contact for assigned client accounts.
• Ensure service delivery aligns with client expectations and SLAs.
• Conduct regular business reviews and performance presentations.

Skills

Relationship management

Communication skills

Data analysis

Client satisfaction monitoring

Education

Bachelor’s degree in Business or Communications

Tools

CRM tools

Reporting platforms

Job description

Join to apply for the Contact CenterClient Services Manager role at MCI.

Las Cruces, NM

MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. With a commitment to excellence and a focus on innovation, we have established ourselves as a trusted partner in the industry.

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.

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 and Eligibility

• All MCI locations: Must be authorized to work in the country where the job is based.
• Subject to program and location of the position.
• 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)

What You Can Expect from MCI

• Paid Time Off: Earn PTO and paid holidays.
• Incentives & Rewards: Daily, weekly, and monthly contests with cash bonuses and prizes.
• Health Benefits: Medical, dental, and vision coverage after specified periods; MEC options available.
• Retirement Savings: Retirement programs where available.
• Disability Insurance, Life Insurance, Supplemental Insurance.
• Career Growth: Focus on internal promotions and advancement opportunities.
• Paid Training: Learn new skills while earning a paycheck.
• Work Environment: Team-oriented culture and casual dress code.

This job operates in a professional office environment and may require sedentary work with occasional physical tasks. Reasonable accommodations are available under the ADA. MCI is an equal opportunity employer and promotes a diverse, inclusive workplace.

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