Senior CX Account Manager – BPO & Call Center

Mass Markets, Inc.; Dallas (TX); On-site; USD 110,000 - 150,000; Full time

Job summary

Mass Markets, Inc. is seeking a senior Call Center Client Account Manager III to oversee enterprise client relationships and ensure exceptional service delivery.

This is a full-time, on-site role with up to 20% travel, based in Dallas, TX, requiring a proven track record in contact center operations and client services. The ideal candidate will demonstrate ownership, strategic thinking, and a results-driven mindset, with 10+ years of relevant experience, the ability to navigate complex accounts,

Qualifications

• 10+ years of experience in client/account management or related field.
• Experience managing complex BPO/call center client accounts is preferred.
• Strong communication and presentation skills.
• Ability to learn customer service software applications.

Responsibilities

• Manage day-to-day client relationships between the client and MCI operations.
• Lead strategic planning initiatives and change management for accounts.
• Oversee service delivery, performance, and quality metrics.
• Coordinate with shared services and client stakeholders to ensure alignment.
• Drive continuous improvement and process efficiency for accounts.
• Execute project management for new launches and initiatives.
• Monitor program efficiency and financial performance.

Skills

Client account management

Relationship management

Communication skills

Project management

Problem solving

Multi-tasking

Learning software applications

Lean Six Sigma

Leadership

Microsoft Office

Education

High school diploma or equivalent

Tools

Microsoft Office Suite

Job description

Mass Markets, Inc. is seeking a senior Call Center Client Account Manager III to oversee enterprise client relationships and ensure exceptional service delivery.

This is a full-time, on-site role with up to 20% travel, based in Dallas, TX, requiring a proven track record in contact center operations and client services. The ideal candidate will demonstrate ownership, strategic thinking, and a results-driven mindset, with 10+ years of relevant experience, the ability to navigate complex accounts,