Center Manager

Job Title

Department

Reports To

Summary:

The Service Centre Manager is responsible for overseeing the daily operations of the service centre, ensuring efficient and high-quality service delivery. This role involves managing a team of technicians, coordinating with other departments, and maintaining customer satisfaction through effective problem-solving and service excellence.

Key Responsibilities:

1. Team Leadership:

• Recruit, train, and supervise a team of service technicians and support staff.
• Set performance goals and conduct regular performance evaluations.

2. Operations Management:

• Develop and implement standard operating procedures (SOPs) for service centre operations.
• Monitor workflow, productivity, and ensure timely completion of service tasks.

3. Customer Service and Satisfaction:

• Act as the primary point of contact for escalated customer inquiries and concerns.
• Ensure that customer service standards are met and maintained consistently.

4. Quality Assurance:

• Implement quality control measures to ensure that all services meet or exceed company standards.
• Conduct regular audits and inspections of work performed by the service team.

5. Inventory Management:

• Oversee the procurement and management of parts, equipment, and supplies needed for service operations.
• Monitor and optimize inventory levels to meet demand.

6. Performance Analysis and Reporting:

• Track and analyse service centre performance metrics, such as turnaround time, customer satisfaction scores, and technician productivity.
• Prepare regular reports for management on key performance indicators (KPIs).

7. Budgeting and Cost Control:

• Develop and manage the service centre budget, including labour costs, equipment expenses, and operational costs.
• Implement cost-saving measures without compromising service quality.

8. Safety and Compliance:

• Ensure that the service centre operates in compliance with all safety regulations and industry standards.
• Conduct regular safety training and inspections.

Qualifications:

• Qualification SSLC / PUC / ITI / Diploma / Any Graduation.
• Proven experience in service management or a related field.
• Strong leadership and team management skills.
• Excellent problem-solving and decision-making abilities.
• Effective communication and interpersonal skills.

Benefits:

• List any specific benefits offered by your company, Casual leave, PF, ESI, Incentives,