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MCI · 4 days ago

Call Center Client Account Manager II

Mesilla, NM

Full-time

Onsite

Senior Level

MCI is one of the fastest-growing tech-enabled business services companies in the USA, specializing in customer experience and business process outsourcing. They are seeking a Senior Call Center Client Account Manager II to oversee enterprise and public sector client relationships and service delivery.

Business Information Systems

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

Qualification

Account managementCustomer serviceData entryMicrosoft Office SuiteProblem solvingPublic speakingTeam orientationInterpersonal skillsConflict resolutionOrganizational skills

Required

Must be 18 years of age or older

High school diploma or equivalent

Experience with data-entry utilizing a computer

The ability to read and speak English fluently

Have a wired, high-speed internet connection (Download speed of 20Mbps+)

Excellent organizational, written, and oral communication skills

The ability to type swiftly and accurately (20+ words a minute)

Ability to work regularly scheduled shifts within our hours of operation including the training period

Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)

Familiarity with computer and Windows PC applications and the ability to learn new and complex computer system applications

Highly reliable with the ability to maintain regular attendance and punctuality

The ability to evaluate, troubleshoot, and follow-up on customer issues

An aptitude for conflict resolution, problem solving and negotiation

Must be customer service oriented (empathetic, responsive, patient, and conscientious)

Ability to multi-task, stay focused, and self-manage

Strong team orientation and customer focus

The ability to thrive in a fast-paced environment where change and ambiguity are prevalent

Excellent interpersonal skills and the ability to build relationships with your team and customers

Preferred

One (1) year of experience in customer service, technical support, inside sales, back-office, chat, or administrative support in a contact center environment

State or Federal work experience

Benefits

Paid Time Off Earn PTO and paid holidays to take the time you need.

Incentives & Rewards Participate in daily, weekly, and monthly contests that include cash bonuses and prizes ranging from electronics to dream vacations and sometimes even cars!

Health Benefits Full-time employees are eligible for comprehensive medical, dental, and vision coverage after 60 days of employment, and all employees have access to MEC medical plans after just 30 days. Benefit options vary by location.

Retirement Savings Secure your future with retirement savings programs, where available.

Disability Insurance Short-term disability coverage is available to help protect you during unexpected challenges.

Life Insurance Access life insurance options to safeguard your loved ones.

Supplemental Insurance Accident and critical illness insurance

Career Growth With a focus on internal promotions, employees enjoy significant advancement opportunities.

Paid Training Learn new skills while earning a paycheck.

Fun, Engaging Work Environment Enjoy a team-oriented culture that fosters collaboration and engagement.

Casual Dress Code Be comfortable while you work.