Assistant Operations Manager

We're Hiring: Assistant Operations Manager – HVAC Call Center (Night Shift) Location: Remote / India (Night Shift – US Process) Experience Required: 3–5 years in BPO/Call Center Operations Industry: HVAC / Home Services / Call Center Position Type: Full-time Role Overview We’re looking for a proactive Assistant Operations Manager to support our growing HVAC call center team. In this role, you will help manage day-to-day operations, supervise a team of CSRs, appointment setters, and QA staff, and ensure key performance metrics are met. If you have prior experience in US-based processes, team leadership, and strong analytical skills—we want to hear from you! Key Responsibilities Support daily operations and workforce planning for the HVAC call center team Manage shift rosters, attendance, and scheduling in coordination with Team Leads Oversee performance of CSRs, appointment setters, and QA staff Monitor and analyze key KPIs: AHT, CSAT, FCR, appointment rates, invoice accuracy, QA scores Work with QA to review audits and implement performance improvement plans Liaise with US-based managers and technicians for escalations and scheduling gaps Support hiring, onboarding, and training in coordination with HR and Trainers Own reporting and documentation for internal reviews and management updates Identify improvements in CRM usage, scripts, reporting, and overall customer experience Escalate and manage operational issues (missed calls, appointment errors, etc.) Ensure adherence to SOPs, call handling, and membership guidelines Collaborate cross-functionally with QA, Training, and Tech Support teams Represent the Operations Manager in internal reviews and US client meetings when delegated Required Qualifications Bachelor’s degree or higher 3–5 years of experience in BPO/Call Center operations, preferably in HVAC or US-based processes Minimum 1–2 years in a Team Lead/Assistant Manager role managing agent performance Strong analytical and performance-tracking skills Prior experience working night shifts in US process settings Excellent verbal and written English communication Proficient with Google Sheets, Excel, and CRM platforms (ServiceTitan, Zoho, Salesforce, etc.) Preferred Qualifications Prior experience in HVAC, plumbing, or home services domains Familiarity with tools like Rilla Voice AI, Dialpad, or similar call monitoring software Deep understanding of call center metrics and quality benchmarks Exposure to remote team management or shift handovers Hands-on experience supporting US clients in back-office or voice roles Job Type: Full-time Pay: ₹45,000.00 - ₹55,000.00 per month Benefits: Paid sick time Paid time off Schedule: Monday to Friday Night shift Application Question(s): What's your current CTC? What's your expected CTC? What's your notice period? Shift availability: Night Shift (Required) Work Location: In person Expected Start Date: 30/06/2025