Senior Call Center Client Account Manager

MCI; Dallas (TX); On-site; USD 90,000 - 130,000; Full time

Job summary

MCI is seeking an experienced Call Center Client Account Manager II to oversee enterprise and public sector client relationships in a senior BPO role. This full-time, office-based position requires strong communication, accountability, and a proven ability to drive service delivery and client satisfaction.

You will lead strategic planning, manage day-to-day relationships, coordinate changes, ensure process compliance, and guide new launches with cross-functional teams, while traveling up to 20%

Qualifications

• Requires 10+ years of experience.
• Must have the ability to learn customer service software applications.
• Proficient in Microsoft Office Suite.
• Experience managing complex business processes.
• High school diploma or equivalent.
• Minimum 18 years of age.
• Lean Six Sigma, Six Sigma, and project management certification are a plus.

Responsibilities

• Develop a detailed understanding of client products and services.
• Process design and implementation.
• Client scorecards and business reviews.
• Ongoing continuous improvement.
• Issue identification and resolution.
• Project management of new launches and initiatives.
• Program efficiency and financial performance.

Skills

Communication skills

Problem-solving

Analytical ability

Ownership

Presentation skills

Multi-tasking

Microsoft Office

Customer service software

Experience managing complex process

Education

High school diploma or equivalent

Tools

Microsoft Office Suite

Customer service software

Job description

MCI is seeking an experienced Call Center Client Account Manager II to oversee enterprise and public sector client relationships in a senior BPO role. This full-time, office-based position requires strong communication, accountability, and a proven ability to drive service delivery and client satisfaction.

You will lead strategic planning, manage day-to-day relationships, coordinate changes, ensure process compliance, and guide new launches with cross-functional teams, while traveling up to 20%