Assistant Manager - Operations

You will be joining as an Assistant Manager for Back Office Operations within the HVAC Line of Business. Located in Mohali, you will be required to work 100% on-site during the US Shift from 4:30pm to 6:30am IST, with all Saturdays working during Summers. Your main responsibility will be to drive operational efficiency and enhance customer experience for the HVAC business. Leading the back office operations, you will oversee various customer-facing and internal processes to ensure the smooth day-to-day functioning of the division. Your support will be crucial for technicians in the field, the customer service team, and internal performance and training functions. The role does not involve call center management but is operations-focused, requiring strong leadership, cross-functional coordination, and project ownership skills. Experience in BPO or inbound sales/call center background is not sought after. Key Responsibilities: 1. Customer Operations Management: - Supervise inbound customer requests for timely query resolutions. - Manage escalations and monitor ticket resolution metrics. - Audit quality of inbound calls and work towards improving customer experience KPIs. 2. Field Technician Coordination: - Maintain communication with HVAC technicians in real-time. - Track service schedules, delays, escalations, and updates. - Verify technician reporting, appointments, and service completion logs. 3. Procurement and Inventory Monitoring: - Coordinate with vendors for purchasing HVAC equipment, parts, and tools. - Track delivery timelines, backorders, and vendor performance. - Maintain purchase logs and adhere to procurement SOPs. 4. Loyalty Program and Service Protocol Management: - Ensure adherence to internal service protocols. - Administer customer loyalty program benefits and rewards. - Document recurring customer servicing activities. 5. Performance & Incentive Tracking: - Monitor and process internal bonuses for agents and back office personnel. - Maintain detailed records and ensure timely disbursals. 6. Training and Quality Control: - Lead daily team alignment meetings. - Conduct call quality audits and monitor training protocols. - Identify process gaps and recommend improvements. We are looking for a dynamic, process-oriented professional with strong project management and people handling skills. The ideal candidate should excel in a structured environment, adapt quickly to operational needs, and be comfortable with data-driven decision-making and handling escalations. Preferred Qualifications: - At least 4 years of relevant experience in back office operations, customer success, or service-based operations. - Background in HVAC, field service, logistics, healthcare, or repair & maintenance industries. - Proficiency in Microsoft Excel, ticketing systems, and CRM tools. - Experience in operational reporting, SOP management, and performance tracking. Exclusions: - Candidates from pure call center/BPO backgrounds. - No tele-sales, BPO manager, or customer care role experience required. If you are ready to make a real operational impact and ensure the smooth running of our field operations, apply now. This is a full-time, permanent position with benefits including leave encashment and paid sick time. Note: This job requires in-person work at the Mohali, Punjab location during the Night Shift. The expected start date is 21/07/2025.,