Call Center Client Account Manager II

$55,000 - $70,000/Yr

Mci World - Dallas, TX

Full-time - Mid Level

Dallas, TX

5,001-10,000 employees

Administrative and Support Services

About the position

MCI is seeking an experienced Call Center Client Account Manager II to oversee enterprise and public sector client relationships and service delivery. This senior-level position requires expertise in account management within contact center operations, focusing on strategic planning, process adherence, and continuous improvement to meet client needs effectively.

Responsibilities

• Manage day-to-day client relationships including strategic planning and service delivery.
• Act as the primary point of contact for clients and MCI operations teams.
• Develop a detailed understanding of client products and services.
• Design and implement processes for client operations.
• Conduct client scorecards and business reviews.
• Identify and resolve ongoing issues.
• Manage projects for new launches and initiatives.
• Ensure program efficiency and financial performance.

Requirements

• 10+ years of experience in account management or related field.
• Ability to learn customer service software applications.
• Proficient in Microsoft Office Suite.
• Experience managing complex business processes.
• Strong communication skills.
• Problem-solving and analytical abilities.
• Ability to multi-task in a fast-paced environment.
• High school diploma or equivalent.

Nice-to-haves

• Lean Six Sigma certification.
• Six Sigma certification.
• Project management certification.

Benefits

• Paid Time Off
• Medical, Dental, and Vision Coverage
• Life Insurance
• Retirement Plan
• Company Cell Phone
• Company Laptop
• Advancement Opportunities
• Work-at-Home Opportunities
• Fun, Engaging Work Environment
• Casual Dress Code
• Cash and Prize Contests