Senior Client Account Manager - Call Center (BPO/CX)

Mass Markets; Las Cruces (NM); On-site; USD 90,000 - 130,000; Full time

Job summary

MCI is seeking a senior Call Center Client Account Manager III to oversee enterprise and public sector client relationships, ensuring exceptional service delivery and operational success. This role requires strong communication, ownership, and problem-solving skills, with travel up to 20% and an emphasis on driving value for complex BPO accounts.

The ideal candidate will have a proven track record in contact center operations and client services, plus the ability to lead strategic planning,

Qualifications

• 10+ years of experience in client services or account management within call center/BPO environments.
• Experience managing complex business processes and client accounts.
• Proven ability to communicate effectively with senior stakeholders.
• Strong problem-solving and analytical skills.
• Ability to multi-task in a fast-paced setting and manage competing priorities.
• Proficiency with Microsoft Office Suite.
• Lean Six Sigma, Six Sigma, and project management certifications are a plus.
• High school diploma or equivalent is required.

Responsibilities

• Develop a detailed understanding of client products and services.
• Design and implement client-facing processes and improvements.
• Create client scorecards and lead business reviews.
• Drive ongoing continuous improvement across accounts.
• Identify issues and drive timely resolution.
• Oversee project management for new launches and initiatives.
• Monitor program efficiency and financial performance.

Skills

Client relationship

Communication

Problem solving

Multi-tasking

MS Office

Project management

Learning ability

Education

High school diploma or equivalent

Job description

MCI is seeking a senior Call Center Client Account Manager III to oversee enterprise and public sector client relationships, ensuring exceptional service delivery and operational success. This role requires strong communication, ownership, and problem-solving skills, with travel up to 20% and an emphasis on driving value for complex BPO accounts.

The ideal candidate will have a proven track record in contact center operations and client services, plus the ability to lead strategic planning,