Manager

As an Assistant Manager for Back Office Operations in the HVAC Line of Business (LOB) located in Mohali during US Shift, you will play a crucial role in enhancing operational efficiency and customer experience within the 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. **Key Responsibilities:** - 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. - 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. - 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. - Loyalty Program and Service Protocol Management: - Enforce internal service protocols and track customer loyalty program benefits. - Document recurring customer servicing activities. - Performance & Incentive Tracking: - Monitor and process internal bonuses for agents and back office personnel. - Maintain detailed records for timely disbursals. - 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. 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. **Benefits:** - Leave encashment - Paid sick time **Job Types:** Full-time, Permanent **Schedule:** Night shift, US shift **Ability to commute/relocate:** Mohali, Punjab: Reliably commute or relocate before starting work (Preferred) **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,