As a Customer Services Manager, you manage a group of consultants who are part of the global Customer Services team. You organize regular service meetings, maintain and improve service levels, and fine-tune OMP’s services offering, organization, and the way we work with customers.
You are responsible for:
- Designing and implementing help desk methods and procedures.
- Providing input for process improvements to the responsible managers.
- Managing team resources to ensure support availability within business hours and the agreed service levels.
- Determining and enabling support strategies and guidelines in line with overall customer services objectives.
- Analyzing statistics and compiling accurate reports on customer service KPIs.
- Building and maintaining a solid customer service collaboration with other OMP teams.
- Motivating team members to provide excellent support service to customers and improve the overall customer experience
- Recruiting, mentoring, and helping customer services consultants grow.
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