Client Services Manager

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.

This position requires working hours aligned with the United States, ensuring seamless communication and collaboration across teams and stakeholders within this time zone.POSITION RESPONSIBILITIES:
**Key Responsibilities**:

- 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.

**Skills & Experience**:

- 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.

CANDIDATE QUALIFICATIONS:
**WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?**
- National Senior Certificate (NSC)/Grade 12
- 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.

COMPENSATION DETAILS:
**WANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION?**

At MCI, we believe that your hard work deserves recognition and reward. 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 that go beyond Salary. Our team members enjoy:

- **
Annual Leave**: Earn paid time off to rest, recharge, or attend to personal matters.
- ** Health Benefits**:After probation, employees qualify for Medical Insurance. This gives you access to general practitioners, chronic medication, basic dental and optical care, as well as emergency services, ensuring essential healthcare support and peace of mind.
- ** Career Growth**: We prioritize internal promotions and offer clear pathways for advancement across departments.
- ** Paid Training**: Gain valuable skills and knowledge while earning a salary.
- ** Positive Work Environment**: Join a collaborative, team-oriented culture that values engagement and support.
- ** Casual Dress Code**: Enjoy a relaxed dress policy that lets you work comfortably.

**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.

PHYSICAL REQUIREME