Service Center Manager

Role & responsibilities

1. Service Center Management:

• Establish and manage service centers across multiple locations in India.
• Ensure service centers are adequately staffed, equipped, and maintained to deliver high-quality service.
• Implement and maintain standardized operating procedures (SOPs) for service experience & delivery.

2. Customer Service Excellence:

• Focus on service delivery NPS score and ensure efficiency by optimizing the process.
• Monitor and uphold service quality standards to meet or exceed customer expectations.
• Resolve escalated customer issues promptly and effectively.
• Implement feedback mechanisms to continuously improve service quality.

3. Performance Metrics and Reporting:

• Develop key performance indicators (KPIs) to measure service center performance.
• Analyze data and generate reports on service metrics, identifying trends and areas for improvement
• Implement corrective actions as necessary to achieve service goals.

4. Vendor and Stakeholder Management:

• Manage relationships with vendors and third-party service providers.
• Negotiate service contracts and agreements to optimize service delivery and cost efficiency.
• Collaborate with internal stakeholders (e.g., sales, marketing) to align service strategies with business objectives.

Preferred candidate profile

• Knowledge of MIS, Power BI and Excel, bachelors degree in business administration or any other equivalent.
• Proven experience in service operations management, preferably within the smartphone or consumer electronics industry.
• Strong leadership and interpersonal skills with the ability to motivate and influence teams.
• Excellent problem-solving abilities and a strategic mindset.
• Fluency in English; proficiency in regional languages is a plus.