Call Center Client Account Manager II

POSITION OVERVIEW

SENIOR CALL CENTER CLIENT ACCOUNT MANAGER SUPPORTING COMMERCIAL AND PUBLIC SECTOR CLIENTS

Looking to add an experienced Call Center Client Account Manager II to support complex business process outsourcing accounts.

This role will oversee enterprise and public sector client relationships and service delivery.

This is a senior-level position requiring experience in account management of contact center clients. Experience in both contact center operations and client services or account management is preferred.

Candidates for this role should be strong public speakers, excellent at building strong professional relationships, display a high degree of ownership, and possess a strong work ethic.

This is a full-time position and requires the employee to report to the office and travel up to 20% of their time.

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.

POSITION RESPONSIBILITIES

Enterprise Account Managers are responsible for managing the day to day client relationship including strategic planning, change management, process creation and adherence, and service delivery.

In this role, you will act as the primary point of contact for the client and the MCI operations and shared services team.

Our Enterprise Account Manager's are responsible for the following tasks :

• 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

CANDIDATE QUALIFICATIONS

Qualified candidates will be willing to learn new products, processes, and technology. Candidates should be positive, driven, and confident individuals that will professionally represent the company and its customers.

Other Enterprise Account Manager Qualifications Include :

• Requires 10+ years of experience
• Must have the ability to learn customer service software applications
• Proficient in Microsoft Office Suite products
• Experience managing complex business process
• Effective communication skills
• Problem-solving and analytical ability
• Ability to multi-task in a fast paced environment
• High school diploma or equivalent
• Minimum 18 years of age
• Lean Six Sigma, Six Sigma, and project management certification are a plus

CONDITIONS OF EMPLOYMENT

• Must be authorized to work in their country of residence (The United States or Canada)
• 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.

COMPENSATION DETAILS

WANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION?

We believe that hard work should pay off, so we make sure that our compensation and total rewards are competitive. Standard starting compensation is commensurate with experience.

Regular reviews and raises are awarded based on tenure and performance, so our employees make more each year.

Employees earn paid time off as well as paid holidays and paid training opportunities. Regular daily, weekly and monthly incentives are part of the overall compensation our team members enjoy and include monetary incentive and prizes such as computers, tablets, phones, TV’s, trips, tickets, and even cars.

In addition to our standard group benefits offering for full-time employees following 90-days of employment, all employees are eligible to opt for our MEC medical plan after only 30-days of employment.

Benefits options and plans vary slightly by location.

JUST A FEW OF THE BENEFITS

• Medical, Dental, and Vision Coverage Options
• Paid Time-Off
• Regular Raises
• Work-at-Home Opportunities
• Advancement Opportunity
• Fun, Engaging Work Environment
• Casual Dress Code
• Cash and Prize Contests

PHYSICAL REQUIREMENTS

This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit / stand for long periods while using a computer and telephone headset.

The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer.

The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds.

REASONABLE ACCOMMODATION

Consistent with the Americans with Disabilities Act (ADA) it is the policy of MCI and affiliates to provide reasonable accommodation when requested by a qualified applicant or employee with a disability unless such accommodation would cause undue hardship.

The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodation is needed, please contact Kate Murph, Vice President of Human Resources,