Shift: Rotational 9:30hrs Night Shift (US Operations) (You will be required to manage your commute by yourself, cab facilities not available)
Working Days: 5 Days Working Rotational Shift (Biorev's US Holiday Calendar)
Company: One Hour Heating & Air Conditioning of Frisco
(US-based HVAC services company serving residential customers)
Job Overview
The role requires someone who can efficiently manage teams, streamline operational processes, handle escalations, maintain workforce discipline, and ensure smooth day-to-day functioning of the department.
Key Responsibilities
Team & People Management
- Lead, supervise, and manage the day-to-day activities of the call center team.
- Ensure team productivity, discipline, attendance, and performance standards are consistently maintained.
- Conduct regular team meetings, performance reviews, and one-on-one discussions.
- Motivate team members and foster a healthy, positive, and performance-driven work culture.
- Identify training and development needs and coordinate improvement sessions wherever required.
- Handle employee concerns, escalations, and conflict resolution professionally.
Process & Operations Management
- Monitor operational workflows and ensure smooth execution of inbound and outbound processes.
- Improve process efficiency and implement operational best practices.
- Ensure timely completion of tasks and adherence to company SOPs and quality standards.
- Track KPIs, productivity reports, and team performance metrics regularly.
- Coordinate with cross-functional teams for seamless operational alignment.
- Assist management in implementing operational improvements and strategic initiatives.
Call Handling & Escalation Management
- Be comfortable handling inbound customer calls and making outbound calls whenever required.
- Manage and resolve escalation calls professionally while ensuring customer satisfaction and effe