Qdigi | Centre Manager – After Sales Service - Mumbai

Onsitego Electro Services Pvt Ltd.; Mumbai; On-site; INR 1,500,000 - 2,300,000; Full time

Job summary

Qdigi Services Ltd. is seeking a Center Manager to oversee the overall functioning and performance of the service center. You will manage day-to-day operations, ensure adherence to Samsung processes and TATs, drive KPI achievement, and maintain high customer satisfaction.

The role focuses on coordinating service engineers, technicians, and front-office teams, ensuring compliance, and driving operational excellence across metrics and customer experiences.

Responsibilities

• Take complete ownership of the day-to-day functioning and overall performance of the center.
• Monitor manpower productivity, attendance, workload distribution, and operational discipline.
• Ensure that all Samsung processes, SOPs, guidelines, and compliance requirements are strictly followed.
• Monitor service calls from registration to closure and ensure 100% adherence to the TAT defined by Samsung.
• Drive the team toward achievement of all defined operational and business KPIs.
• Drive achievement of NPS and Google Rating targets through consistent service quality and monitor customer feedback, complaints, and escalations.

Job description

7 - 11 Years

Full-Time

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

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

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

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

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