Remote CX Operations Leader: Call Center & Client Services

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

Benefits offered by this job

Paid Time Off

Incentives & Rewards

Health Benefits

Retirement Savings

Paid Training

Casual Dress Code

Job summary

MCI Careers is seeking an Experienced Client Services Manager for their location in Mesilla, New Mexico. The manager will oversee client relationships and ensure service delivery in a BPO contact center setting. Ideal candidates should possess at least 3 years of supervisory experience in a contact center, strong leadership, communication, and problem-solving skills. MCI offers competitive compensation, health benefits, and a positive work culture. Apply now to join a dynamic team dedicated to excellence in customer service.

Qualifications

• Minimum 3 years of experience in a supervisory role in a BPO contact center.
• Ability to manage multiple accounts while delivering data-driven insights and supporting account growth.
• Experience in client services within a BPO.

Responsibilities

• Supervise daily operations and ensure adherence to KPIs and SLAs.
• Monitor agent performance and provide regular coaching and feedback.
• Manage schedules, attendance, and real-time adherence.
• Handle escalated customer issues and ensure timely resolution.
• Collaborate with QA and Training to support agent development.

Skills

Strong leadership

Communication skills

Problem-solving skills

Performance management

Education

Associate Degree or Equivalent

Tools

Contact center tools

CRM systems

Reporting platforms

Job description

MCI Careers is seeking an Experienced Client Services Manager for their location in Mesilla, New Mexico. The manager will oversee client relationships and ensure service delivery in a BPO contact center setting. Ideal candidates should possess at least 3 years of supervisory experience in a contact center, strong leadership, communication, and problem-solving skills. MCI offers competitive compensation, health benefits, and a positive work culture. Apply now to join a dynamic team dedicated to excellence in customer service.