Call Centre Operations Manager

Job Description

About the Company We are looking for a proactive, process-oriented, and people-focused Assistant Manager to join our HVAC Call Center operations. This role requires strong team management skills, process compliance, coordination across functions, and performance improvement focus. The ideal candidate will assist in overseeing day-to-day operations, managing internal performance metrics, streamlining back-office functions, and supporting the Operations Manager in ensuring service excellence for our US-based HVAC business. About the Role Biorev has been managing the HVAC (Heating, Ventilation, and Air Conditioning) Call Center process for over two years as the official franchise holder of One Hour Heating & Air Conditioning, serving the Frisco, Texas region. The India team handles complete back-office and customer service operations, including inbound/outbound customer calls, technician scheduling, membership promotions, invoice handling, and QA. Supported by tools such as Rilla Voice AI, ServiceTitan, and Dialpad, the process is structured to maintain high service standards, technical efficiency, and customer satisfaction, aligning with One Hour’s brand promise. Visit www.onehourairfrisco.com for more information. Responsibilities Assist in day-to-day operations and workforce planning for the HVAC call center team Oversee scheduling, shift rosters, and attendance in coordination with Team Leads Supervise the performance of back-office agents, including CSRs, appointment setters, and QA staff Track and analyze key KPIs: AHT, CSAT, FCR, appointments booked, invoice accuracy, and QA scores Work with the Quality team to review audit reports and implement performance improvement plans Liaise with US-based technicians or managers for escalations, scheduling gaps, or process clarifications Support hiring, onboarding, and training of new joiners in coordination with HR and Trainers Own reporting and documentation for internal operations and management reviews Recommend and drive improvements in CRM usage, reporting, scripts, and customer interactions Escalate process breakdowns and support in crisis resolution (missed calls, appointment errors, etc.) Monitor adherence to SOPs, call handling protocols, and membership policies Collaborate with cross-functional teams including QA, Training, and Tech Support for seamless workflow Represent the Operations Manager in internal huddles, reviews, or while interacting with US counterparts when delegated Qualifications Educational Qualification: Graduate & above 5-7 years of experience in BPO/Call Center operations, preferably in HVAC/home services/US-based processes At least 2-5 years in a supervisory or team lead/AM role managing a team of agents Strong analytical skills and a hands-on approach to team performance tracking Experience working night shifts and managing US process dynamics Excellent verbal and written communication skills Proficient in Google Sheets, Excel, and CRM platforms (e.g., ServiceTitan, Zoho, Salesforce) Ability to thrive under pressure and manage team dynamics Preferred Skills Prior experience in HVAC, plumbing, or home services domain Familiarity with Rilla Voice AI, Dialpad, or similar tools for call monitoring Knowledge of call center metrics and quality standards (CSAT, FCR, QA Score, AHT, etc.) Exposure to remote team management or cross-shift handover protocols US client process experience in a back-office or voice support function Pay range and compensation package Location: Mohali Shift : Night Shift Saturdays are working in Summer with fixed Sunday off Type: In-house, Full-time Package: Starting at ₹55,000/month (depending on experience) Appointment Letter: 11-month renewable contract with Biorev LLC Website: onehourairfrisco.com Job Types: Full-time, Permanent Pay: ₹50,000.00 - ₹65,000.00 per month Schedule: Night shift US shift Ability to commute/relocate: Mohali, Punjab: Reliably commute or planning to relocate before starting work (Preferred) Experience: Team Lead: 1 year (Preferred) International Call Center: 3 years (Preferred) CRM software: 2 years (Preferred) Shift availability: Night Shift (Preferred) Work Location: In person