Team Manager (HVAC Call Center Operations)
Location: Mohali, Sector 67, India (In-Office)
Shift: Night Rotational Shift (US Operations)
Working Days: 5 Days Working Rotational Shift (Biorev's US Holiday Calendar)
Company: One Hour Heating & Air Conditioning of Frisco
Website: www.onehourairfrisco.com
(US-based HVAC services company serving residential customers)
Job Overview
We are seeking a dynamic, responsible, and result-oriented Team Manager to lead and manage our HVAC Call Center operations. The ideal candidate should possess strong leadership abilities, operational management skills, and the capability to drive team productivity, accountability, and performance.
Candidates from non-call center backgrounds are also encouraged to apply, provided they possess strong managerial, operational, and people management experience.
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
- Strong 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.
- Candidates with lesser managerial experience may also be considered if they demonstrate exceptional leadership potential and operational understanding.
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.
- Candidates should be comfortable with a 9.5-hour work schedule and flexible to extend working hours whenever operationally required.
- 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.
Interested Apply Here:
https://forms.gle/e8DPoAA8Q86ba1Rg7
