Contact Center Client Services Manager

Overview

MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. We are looking for a client-focused and relationship-driven Client Services Manager to serve as the primary liaison between our BPO contact center and our clients. You will be responsible for managing client expectations, ensuring service delivery, and driving account growth.

Location : Sydney, NS

Responsibilities

• Serve as the main point of contact for assigned client accounts.
• Ensure service delivery aligns with client expectations, SLAs, and KPIs.
• Conduct regular business reviews and performance presentations with clients.
• Collaborate with operations, QA, and training teams to resolve issues and implement improvements.
• Identify opportunities for account growth and upselling additional services.
• Manage client onboarding, transitions, and change requests.
• Monitor client satisfaction and proactively address concerns.

Qualifications

Employment and Compliance

What to Expect from MCI

Compensation & Benefits

MCI offers competitive compensation and benefits tailored to fit the needs of our diverse team. Specific benefits vary by geography, but the focus remains on rewarding effort, providing growth opportunities, and creating an inclusive environment.

Work Environment & Additional Info

This job operates in a professional office environment and may require long periods of sitting and using a computer and telephone headset. Reasonable accommodations may be provided in accordance with applicable laws. MCI strives for a diverse and equal opportunity work environment.

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