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Call Center Client Account Manager II

MCI Careers

This is a Full-time position in Dallas, TX posted June 24, 2021.

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.

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POSITION RESPONSIBILITIES:
Enterprise Account Managers are responsible for managing the day to day client relationship including strategic planning, change management, process creation and adherrance, 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

SCHEDULE REQUIREMENTS:
NEED A SCHEDULE THAT WORKS WITH YOUR LIFE?

We can offer a wide range of scheduling options for qualified candidates.

There are multiple shifts and weekly work variations available to our team members.

Please ask a Talent Acquisition Specialist about the different types of creative scheduling options that are available at your location.

Whether you are a busy parent, student, or just want control of your work-life balance, flexible, customized scheduling is one of the perks of working at our organization.
ABOUT THE APPLICATION PROCESS:

REGARDING COVID-19:
As an employer supporting critical Federal, State, Provincial, and Commercial clients, we have taken steps to ensure that we remain operational while taking every precaution possible to prevent the spread of COVID-19 and keep our employees safe.

Measures include social distancing for those working on-site, frequent deep cleaning and disinfecting of workstations and common areas, daily contactless temperature checks for those essential employees working on-site, travel policies limiting travel and mandatory quarantine, reporting and quarantine processes and policies for those exposed, and requesting masks to be worn when on-site employees are not at their workstation.

REGARDING MASKS

To help protect our candidates and employees, we are REQUESTING that all on-site candidates wear a mask to interviews and training.

In locations where state or local government has mandated the use of masks, we will abide by the mandate, and REQUIRE masks be worn when on-location.

For more information on MCI’s response to COVID-19 please visit www.mci.world/covid-19.

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 ACOMODATION:
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, kate.murph@mci.world.
DIVERSITY AND EQUALITY:
At MCI and its subsidiaries, we embrace differences and believe diversity is a benefit to our employees, our company, our customers, and our community.

All aspects of employment at MCI are based solely on a person’s merit and qualifications.

MCI maintains a work environment free from discrimination, one where employees are treated with dignity and respect.

All employees share in the responsibility for fulfilling MCI’s commitment to a diverse and equal opportunity work environment.

MCI does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances.

MCI will consider for employment qualified applicants with criminal histories in a manner consistent with local and federal requirements.

MCI will not tolerate discrimination or harassment based on any of these characteristics.

We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits , social and recreational programs, and discipline .

In addition, it is the policy of MCI to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works.

ABOUT MCI (PARENT COMPANY):
In 2019 Marlowe Companies Inc.

(MCI) was named by Inc.

Magazine as Iowa’s Fastest Growing Company in the State of Iowa and was named the 452nd Fastest Growing Privately Company in the USA, making the coveted top 500 for the first time.

MCI’s subsidiaries had previously made Inc.

Magazine’s List of Fastest-Growing Companies 15 times respectively.

MCI is headquartered in Iowa City, IA, and has nine customer contact management centers, IT services, and business process outsourcing service delivery facilities in Iowa, Georgia, Florida, Massachusetts, New Hampshire, Nova Scotia, and South Dakota.

Driving modernization through digitalization, MCI ensures clients do more for less.

MCI is the holding company for a diverse lineup of tech-enabled business services operating

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