Experienced Call Center Client Services Manager

Overview

Full-Time

MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. With a commitment to excellence and a focus on innovation, we have established ourselves as a trusted partner in the industry.

We are hiring an Experienced Client Services Manager to manage client relationships, ensure service delivery, and support account growth in our contact center.

Note: 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.

Responsibilities

• Serve as the primary point of contact for assigned client accounts.
• Conduct regular business reviews and performance presentations.
• Monitor service delivery and ensure adherence to SLAs and KPIs.
• Collaborate with operations, QA, and training teams to resolve issues.
• Identify opportunities for account growth and service improvement.
• Manage client onboarding, transitions, and change requests.
• Track and report on client satisfaction and feedback.

Candidate Fit

WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION? All positive, and driven applicants are encouraged to apply. The ideal candidates are highly motivated and dedicated and should possess the following qualities:

• 3+ years of experience in client services or account management in a BPO.
• Strong relationship management and communication skills.
• Ability to analyze data and present insights to clients.
• Experience managing multiple client accounts.
• Bachelor’s degree in Business, Communications, or a related field.

Locations & Requirements

• Must be authorized to work in the country where the job is based.
• 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 willing to submit to drug screening. Job offers are contingent on drug screening results. (Does not apply in Canada)

Employer Values

WANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION? At MCI, your hard work deserves recognition and rewards. Our compensation and benefits packages are designed to be competitive and to grow with you over time. Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members.

What You Can Expect from MCI

We understand the importance of balance and support, which is why we offer a variety of benefits and incentives that go beyond a paycheck. Our team members enjoy:

• HMO Coverage plus a dependent
• Rank & File ₱100,000 coverage
• Supervisors/Managers ₱120,000 coverage
• Dental Coverage
• In-house dental assistance worth ₱5,000, giving you easier access to quality care
• Free meal during training
• Career growth and learning
• Allowances for rice, clothing, laundry and meals
• Performance and loyalty bonuses
• Frequent disinfection, fogging of workplace
• Opportunities for growth and promotion
• Employee shuttle services
• Company retreats and off-site events
• Sharpen your social skills while meeting awesome people and making new friends
• Plus, more in-office rewards, raffles, recognition gifts, and treats

Compensation & Benefits

Compensation & Benefits That Fit Your Life
MCI takes pride in tailoring our offerings to fit the needs of our diverse team across subsidiaries and locations. While specific benefits and incentives may vary by geography, the core of our commitment remains the same: rewarding effort, providing growth opportunities, and creating an environment where every employee feels valued.

If you’re ready to join a company that recognizes your contributions and supports your growth, MCI is the place for you. Apply today

Work Environment & ADA

This job operates in a professional office environment. The role is largely sedentary and involves sitting/standing for long periods while using a computer and telephone headset. Occasional movement and light physical activity may be required.

Consistent with the Americans with Disabilities Act (ADA), MCI provides reasonable accommodations when requested by a qualified applicant or employee with a disability, unless such accommodations would cause undue hardship. If reasonable accommodations are needed, please contact Human Resources.

All employment decisions are based on merit and qualifications. MCI maintains a work environment free from discrimination. MCI does not discriminate on the basis of age, ancestry, color, gender identity or expression, genetic information, marital status, medical condition, national origin, disability, protected veteran status, race, religion, sex, or any other characteristic protected by applicable laws. Qualified applicants with criminal histories will be considered in a manner consistent with local and federal requirements.

MCI helps customers take on CX and DX challenges differently, delivering industry-leading solutions that drive exceptional experiences and performance. MCI provides BPO, staff augmentation, contact center customer services, and IT services across multiple platforms and locations.

The employer may revise this job description at any time. This description is not a contract for employment, and either party may terminate employment at any time, for any reason.

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