Experienced Call Center Client Services Manager

Job Description

Sydney, NS

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.

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

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.

Key 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.

WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?

All positive, and driven applicants are encouraged to apply. The Ideal candidates for this position are highly motivated and dedicated and should possess the below qualities.

• 3+ years of experience in client services or account management in a BPO.


• Strong relationship management and communication skills.


• Ability to analyze data present insights to clients.


• Experience managing multiple client accounts.


• Bachelor’s degree in Business, Communications, or a related field.

Subject to the program and location of the position

• 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)

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

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


• Health Benefits – Full-time employees are eligible for supplemental health coverage through Blue Cross.


• 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.

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!

Job Summary

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.

Americans with Disabilities Act (ADA) Policy

Consistent with the ADA, it is the policy of MCI and its affiliates to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodations are needed, please contact Human Resources.

Equal Employment Opportunity Statement

At MCI and its subsidiaries, we embrace differences and believe diversity is a benefit to