Team Manager (HVAC Call Center Operations)

Location :Mohali, Sector 67, India (In-Office)

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 effective issue resolution.
- Support the team during high-volume operational periods and lead by example in execution and communication.
- Maintain professional communication standards across all customer interactions.

Workforce & Operational Planning

- Handle manpower planning, team allocation, and resource utilization based on operational requirements.
- Prepare and manage team rosters, shift schedules, and workforce availability plans.
- Monitor shrinkage, absenteeism, and staffing gaps to ensure smooth business continuity.
- Ensure effective shift planning and operational coverage at all times.
- Coordinate with management to optimize workforce productivity and operational efficiency.

System & CRM Management

- Utilize CRM systems effectively for workflow tracking, reporting, and operational management.
- Ensure proper documentation and data management within company systems.
- Be comfortable working with spreadsheets, operational dashboards, reports, and digital tools.

Required Skills & Competencies

- Solid leadership and managerial capabilities.
- Excellent people management and communication skills.
- Ability to manage pressure, deadlines, and multiple priorities simultaneously.




- Good understanding of operational processes and workflow management.
- Proficiency in computers, MS Excel, reporting tools, and CRM platforms.
- Strong problem-solving and decision-making abilities.
- High level of accountability, ownership, and professionalism.
- Ability to build and maintain team motivation and discipline.

Experience Requirements

- Overall professional experience of approximately 4-6 years preferred.
- Minimum 2 years of experience in a managerial, team lead, or operations handling role. : Educational Qualification
- Graduate in any discipline preferred.
- Additional certifications or operational management experience will be an added advantage.

Shift Flexibility & Work Schedule

- This role requires working in rotational/night shift schedules aligned with US business operations.
- Shift timings may range between 6:00 PM IST to 3:30 AM IST and 11:00 PM IST to 8:30 AM IST , depending on business requirements.
- Willingness to adapt to changing shift structures and business priorities is essential.

Preferred Qualities

- Process-driven mindset with strong organizational skills.
- Ability to adapt quickly in a fast-paced work environment.
- Strong sense of ownership and responsibility.
- Positive attitude with excellent interpersonal skills.
- Ability to lead teams with maturity, discipline, and accountability.

Pay: ₹45,000.00 - ₹60,000.00 per month

Benefits :

- Leave encashment
- Paid sick time
- Paid time off

Ability to commute/relocate:

- Mohali, Punjab: Reliably commute or planning to relocate before starting work (preferred)

Experience :

- Operations management: 3 years (preferred)
- CRM software: 3 years (preferred)
- Customer service: 3 years (pr

📌 Operations Manager (Sahibzada Ajit Singh Nagar)
🏢 Biorev Studios
📍 Sahibzada Ajit Singh Nagar