Qdigi | Centre Manager – After Sales Service - Mumbai

About Qdigi
Qdigi Services Ltd. is the after-sales service arm of Onsitego, one of India's leading device care and Protection Company. We specialize in OEM-authorized repair, refurbishment, and lifecycle management for smartphones, tablets, laptops, and consumer electronics. Through our nationwide network of service centers and doorstep service capabilities, we help millions of customers receive fast, reliable, and high-quality support. At Qdigi, you'll work in a technology-driven organization that partners with some of the world's leading electronics brands, where innovation, customer experience, and operational excellence are at the heart of everything we do.
For more info you can visit www.digicare.com (http://digicare.com)

Role Overview The Center Manager will be responsible for the overall functioning, operational efficiency, service quality, and performance of the center. The role involves managing day-to-day operations, ensuring adherence to Samsung processes and TATs, driving KPI achievement, maintaining high customer satisfaction, and ensuring zero operational abnormalities.
Overall Center Operations  Take complete ownership of the day-to-day functioning and overall performance of the center.  Ensure smooth coordination between service engineers, technicians, front-office teams, and other stakeholders.  Monitor manpower productivity, attendance, workload distribution, and operational discipline.  Ensure that all Samsung processes, SOPs, guidelines, and compliance requirements are strictly followed.
Call Management & TAT Adherence  Monitor service calls from registration to closure and ensure 100% adherence to the TAT defined by Samsung.  Track pending, ageing, repeat, and escalated calls and take timely corrective action.  Ensure proper allocation of calls to engineers based on workload, skill, and geographical coverage.  Review daily call performance and drive the team to minimize pending calls and avoid TAT breaches.
KPI Achievement & Operational Efficiency  Drive the team toward achievement of all defined operational and business KPIs.  Identify operational gaps and implement measures to improve productivity, efficiency, and service performance.  Conduct regular performance reviews and provide necessary guidance to team members.  Analyse MIS and operational reports to identify trends, bottlenecks, and areas requiring improvement.  Ensure optimum utilization of manpower and resources to improve overall center efficiency.
Material & Return Quality Management  Ensure zero rejection of materials/spares returned or sent back to Samsung.  Ensure materials are properly inspected, documented, packed, and processed as per Samsung guidelines before dispatch.  Monitor material movement, reconciliation, and documentation to avoid discrepancies.  Take corrective action in case of material mismatch, damage, shortage, or process deviation.
NPS & Customer Experience  Drive achievement of NPS and Google Rating targets through consistent service quality and customer engagement.  Monitor customer feedback, complaints, and escalations and ensure timely resolution.  Identify recurring customer concerns and implement corrective measures to improve customer experience.  Ensure the team follows professional communication and customer-handling practices.
Operational Compliance & Zero Abnormality  Ensure zero abnormality in center operations by maintaining strict process adherence and regular monitoring.  Conduct periodic checks/audits to identify process deviations, documentation gaps, safety concerns, or operational risks.