Manager

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,