Contact Center Manager
- Loom Solar Pvt. Ltd.
- Faridabad, India
- INR 600,000 – INR 900,000
We are looking for a highly result-oriented Sales + Operations + Analytics Manager to build
and manage Loom Solar's high-performance contact center.
The manager will be responsible for converting 500+ daily customer calls and leads into
measurable business revenue by building strong sales processes, improving agent
productivity, ensuring disciplined CRM usage, monitoring call quality, and using data analytics
to continuously improve conversion.
This is not a traditional call-center supervisory role .
The ideal candidate must think like a Sales Head + Operations Manager + Data Analyst .
Primary Objective
Calls → Leads → Qualified Leads → Opportunities → Orders → Revenue
- Key Responsibilities
A. Sales Management
- Own the daily sales target generated through the contact center.
Convert inbound enquiries into qualified solar opportunities.
Develop structured sales scripts for:
o Residential solar
o Rooftop solar
o Solar panels
o Hybrid inverters
o Lithium batteries
o BESS
o Solar pumps
o Channel/dealer enquiries
Define lead qualification criteria.
Monitor agent-wise conversion at every stage of the sales funnel.
Identify high-value leads and ensure priority follow-up.
Develop objection-handling frameworks.
Improve lead-to-order conversion every month.
Coordinate with field sales teams for site visits and high-value opportunities.
Ensure every sales opportunity has a clear next action in CRM.
Contact Center Operations
Manage daily operations for 500+ calls/day .
Plan manpower according to call volume and business requirements.
Prepare agent-wise productivity targets.
Manage attendance, shifts, breaks and occupancy.
Maintain service-level agreements (SLA).
Reduce abandoned and missed calls.
Ensure proper call distribution among agents.
Create escalation mechanisms for critical customer issues.
Maintain daily operating discipline.
Build SOPs for all major contact-center activities.
CRM & Lead Management
The manager will be responsible for ensuring 100% CRM discipline .
Key responsibilities:
•
Lead creation
• Lead assignment
• Lead qualification
• Follow-up scheduling
• Opportunity creation
• Sales-stage movement
• Lost-lead classification
• Callback management
• Customer history
• Order conversion
• Lead source tracking
The manager should work closely with the Zoho CRM team to automate:
Lead → Assignment → Calling → Follow-up → Opportunity → Site Visit → Quotation →
Order
No lead should remain without an owner or next action.
- Analytics & MIS
The manager must convert call-center data into business decisions .
Daily dashboard should include:
KPI Measurement
Total leads
Daily
Calls received
Daily
Calls made
Daily
Answer rate
%
Missed calls
Number
Average response time
Minutes
Connected calls
Number
Qualified leads
Number
Opportunities
Number
Site visits
Number
Quotations
Number
Orders
Number
Revenue
₹
Conversion rate %Follow-ups pending Number
Lost leads Number
Lost-lead reasons Category
Agent productivity Agent-wise
Call quality Score
Revenue/agent ₹
Funnel Analytics
The manager must track:
500 Calls
↓
400 Connected
↓
250 Qualified
150 Opportunities
↓
↓
100 Site Visits / Quotations
↓
30 Orders
↓
₹X Revenue
The actual targets will be finalized based on Loom Solar's product mix and historical
conversion data. 6. Agent Performance Management
Create an Agent Performance Scorecard covering:
• Calls handled
• Talk time
• Connected calls
• Qualified leads
• Follow-ups
• Opportunities created
• Quotations generated
• Orders generated
• Revenue generated
• Conversion %
• Call quality
• CRM compliance
• Attendance
Every agent should have a daily score.
Performance classification
A: Top performers
B: Expected performance
C: Improvement required
D: Performance action plan
The manager must conduct daily performance reviews and weekly coaching sessions.
Call Quality Management
Create call-quality standards.
Randomly audit customer calls every day.
Score calls using a standardized QA checklist.
Identify poor sales practices.
Provide individual coaching.
Maintain call recordings and audit history.
Improve communication and product knowledge.
Ensure correct pricing and product information is communicated.
Prevent false commitments to customers.
Monitor compliance with approved sales scripts.
Target Average Call Quality Score: >90%
Team Leadership
Manage Team Leaders and Sales Executives.
Set daily targets.
Conduct morning huddles.
Conduct end-of-day performance reviews.
Identify underperforming employees.
Develop coaching plans.
Create incentive programs.
Recognize top performers.
Maintain team discipline and motivation.
Build a performance-oriented culture.
Revenue Responsibility
The most important responsibility is revenue generation .
The manager should not measure success only by:
• Number of calls
• Talk time
• Number of agents
Success should be measured by:
Revenue per lead
Revenue per agent
Lead-to-order conversion
Cost per acquisition
Contact-center revenue
ROI on leads
The manager should continuously answer: "We received 500 calls today. How much business did those calls generate?"
- Lead Source Analytics
Track conversion separately for:
• Meta
• Website
• Organic
• Dealer referrals
• Existing customers
• Campaigns
• Marketplace
• Field sales
• Other sources
Identify:
Which source generates the highest revenue, not merely the highest number of leads?
- Cross-Functional Coordination
Work closely with:
Marketing
• Lead generation
• Campaign quality
• Cost per lead
• Lead source performance
Sales
• Site visits
• Opportunity conversion
• Field-sales handover
• Dealer/channel opportunities
Service
• Customer complaints
• Installation issues
• Escalations
Product
• Product feedback
• Customer objections
• Competitive intelligence
Finance
• Payment status
• Financing options
• Order realization
Dispatch
• Delivery status
• Customer commitments
Requirements
Must Have
• Strong sales orientation
• Team management
• Excellent communication • CRM knowledge
• MIS and dashboard management
• Excel/Google Sheets
• Sales funnel management
• Data-driven decision making
• Call-quality management
• Target management
• Problem-solving
Preferred
• Zoho CRM experience
• Power BI / dashboard experience
• Telephony/IVR systems
• WhatsApp Business
• Lead-generation campaign understanding
• AI-based call analytics
Benefits
What we offer?
Freedom : We allow you freedom to “follow your passion”
Opportunity to work with India’s fastest growing SMB Company
Regular Training of Professional Skills such as Leadership, Problem Solving and Product
offerings.
Multifold chances increase to build the career in Solar Energy Sector
Exponential Growth in Salary and other remuneration
Great learning curve and hand on experience with leadership team about solar in future
Skills
- Sales Management
- CRM Usage
- Data Analytics
- Call Quality Monitoring
- Team Leadership
- Lead Qualification
- Process Improvement
