4 - 8 years

0 Lacs

Posted:1 week ago| Platform: Shine logo

Apply

Work Mode

On-site

Job Type

Full Time

Job Description

As an Assistant Manager for Back Office Operations in the HVAC Line of Business (LOB) located in Mohali (100% On-site) during US Shift (4:30pm - 6:30am IST) with All Saturdays working during Summers, you will play a crucial role in enhancing operational efficiency and customer experience within our HVAC business division. Your primary responsibility will be to oversee the back office operations, managing both customer-facing and internal processes to ensure seamless day-to-day operations. Your role will involve providing essential support to field technicians, the customer service team, and internal performance and training functions. We are specifically looking for a candidate with strong leadership, cross-functional coordination, and project ownership capabilities, rather than a background in call center management or inbound sales. Key Responsibilities: 1. Customer Operations Management: - Manage inbound customer requests for timely query resolution. - Coordinate escalations and monitor ticket resolution metrics. - Audit and enhance the quality of inbound calls to improve customer experience KPIs. 2. Field Technician Coordination: - Maintain real-time communication with HVAC technicians in the field. - Track service schedules, delays, escalations, and updates. - Verify technician reporting, appointments, and service completion logs. 3. Procurement and Inventory Monitoring: - Coordinate with vendors for HVAC equipment, parts, and tools procurement. - Track delivery timelines, backorders, and vendor performance. - Maintain purchase logs and adhere to procurement SOPs. 4. Loyalty Program and Service Protocol Management: - Enforce internal service protocols and track customer loyalty program benefits. - Document recurring customer servicing activities. 5. Performance & Incentive Tracking: - Monitor and process internal bonuses for agents and back office personnel. - Maintain detailed records for timely disbursals. 6. Training and Quality Control: - Lead daily team alignment meetings. - Conduct quality audits for calls made by agents and technicians. - Ensure adherence to training protocols and recommend process improvements. Preferred Qualifications: - 4 years of relevant experience in back office operations, customer success, or service-based business operations. - Background in HVAC, field service, logistics, healthcare, or repair & maintenance industries. - Proficiency in Microsoft Excel, ticketing systems (e.g., ServiceTitan or Zoho), and CRM tools. - Experience with operational reporting, SOP management, and performance tracking. Exclusions: - Candidates with pure call center/BPO backgrounds. - Telecalling experience is not required; this is an operations-focused role. If you are a detail-oriented professional with a knack for project management and people handling, capable of adapting to a dynamic operational environment, and comfortable with data-driven decision-making and reporting, then we invite you to be a part of our team. Apply now to contribute to the operational excellence of our field operations. Job Types: Full-time, Permanent Benefits: Leave encashment, Paid sick time Schedule: Night shift, US shift Ability to commute/relocate: Mohali, Punjab: Reliably commute or relocate before starting work (Preferred) Application Question(s): 1. Have you managed back-office operations in a field service, HVAC, logistics, or maintenance industry 2. Have you worked with US-based clients, teams, or processes Yes / No Please describe briefly Experience: - Operations management: 4 years (Required) - Customer service: 4 years (Preferred) - CRM software: 4 years (Required) - Field service: 4 years (Preferred) Location: Mohali, Punjab (Preferred) Shift availability: Night Shift (Required) Work Location: In person Expected Start Date: 21/07/2025,

Mock Interview

Practice Video Interview with JobPe AI

Start Job-Specific Interview
cta

Start Your Job Search Today

Browse through a variety of job opportunities tailored to your skills and preferences. Filter by location, experience, salary, and more to find your perfect fit.

Job Application AI Bot

Job Application AI Bot

Apply to 20+ Portals in one click

Download Now

Download the Mobile App

Instantly access job listings, apply easily, and track applications.

coding practice

Enhance Your Skills

Practice coding challenges to boost your skills

Start Practicing Now

RecommendedJobs for You

Panipat, Yamunanagar, Faridabad, Sonipat, Gurugram, Hisar

Hyderabad, Telangana, India