Client Services Manager

JOB TYPEFull-Time POSITION OVERVIEW

MCI is one of the fastest-growing tech-enabled business services companies in the USA, with a strong call center footprint and operations that extend across multiple countries. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across a wide range of industries, including healthcare, retail, government, education, telecom, technology e-commerce, and financial services. Our contact centers are powered by both on-site and remote agents, leveraging advanced technologies to enhance customer journeys, drive scalability and reduce costs.

At MCI we are committed to fostering an environment where professionals can build meaningful careers, access continuous learning and development opportunities and contribute to the success of a globally expanding, industry-leading organization.

We are looking for a skilled and proactive Client Services Manager to serve as the key point of contact for assigned client accounts. This role is responsible for ensuring exceptional service delivery
, fostering strong client relationships,
driving operational improvements and identifying opportunities for account growth
. The ideal candidate will have a solid background in client services, account management, or operations, along with excellent communication, leadership, and problem-solving skills.

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.

• Act as the primary liaison for assigned clients, ensuring their needs are met with professionalism and efficiency.
• Oversee service delivery to ensure alignment with client expectations, service level agreements (SLAs), and key performance indicators (KPIs).
• Conduct regular business reviews and present performance updates to clients.
• Collaborate with internal teams including operations, quality assurance and training to resolve issues and enhance service delivery.
• Identify and pursue opportunities for account expansion and recommend value-added services.
• Manage client onboarding, transitions and change requests to ensure a seamless experience.
• Monitor client satisfaction and proactively address concerns to maintain strong, long‑term partnerships.
• Support internal process optimization to uphold consistent service quality.

• Demonstrated experience in client services, account management, or operations.
• Strong interpersonal and communication skills with the ability to build trust and influence stakeholders.
• Excellent organizational and problem‑solving abilities.
• Proven ability to manage multiple priorities and collaborate across departments.
• Analytical mindset with strong attention to detail.
• Familiarity with KPIs, SLAs, and client reporting processes is a plus.

WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?

All positive, and driven applicants are encouraged to apply. The Ideal candidates for this position are highly motivated and dedicated and should possess the below qualities:

• Bachelor’s degree in Business Administration, Operations Management, Communications, or a related field, or equivalent professional experience.
• Minimum of 3 years’ experience in a client‑facing role within a BPO, customer experience, or related industry.
• Proven success in managing client relationships and meeting performance targets.
• Proficiency in Microsoft Office Suite (Excel, PowerPoint, Word).
• Experience with CRM or workforce management tools is advantageous.
• Strong verbal and written communication skills.
• Ability to thrive in a fast‑paced, dynamic environment.
• Proactive approach with a focus on continuous improvement and collaboration across QA, Training, and Operations teams.

All MCI Locations

• Must be authorized to work in the country where the job is based.

Subject to the 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…