Contact Center Manager

We are looking for a highly result-oriented Sales + Operations + Analytics Manager to build

and manage Loom Solars 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 → Revenue2. Key Responsibilities

A. Sales Management

1. 2. 3. 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

4. Define lead qualification criteria.

5. Monitor agent-wise conversion at every stage of the sales funnel.

6. Identify high-value leads and ensure priority follow-up.

7. Develop objection-handling frameworks.

8. Improve lead-to-order conversion every month.

9. Coordinate with field sales teams for site visits and high-value opportunities.

10. Ensure every sales opportunity has a clear next action in CRM.

3. Contact Center Operations

1. Manage daily operations for 500+ calls/day.

2. Plan manpower according to call volume and business requirements.

3. Prepare agent-wise productivity targets.

4. Manage attendance, shifts, breaks and occupancy.

5. Maintain service-level agreements (SLA).

6. Reduce abandoned and missed calls.

7. Ensure proper call distribution among agents.

8. Create escalation mechanisms for critical customer issues.

9. Maintain daily operating discipline.

10. Build SOPs for all major contact-center activities.

4. 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.

5. Analytics & MIS

The manager must convert call-center data into business decisions.

Daily dashboard should include:

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 Solars 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.

7. Call Quality Management

1. Create call-quality standards.

2. Randomly audit customer calls every day.

3. Score calls using a standardized QA checklist.

4. Identify poor sales practices.

5. Provide individual coaching.

6. Maintain call recordings and audit history.

7. Improve communication and product knowledge.

8. Ensure correct pricing and product information is communicated.

9. Prevent false commitments to customers.

10. Monitor compliance with approved sales scripts.

TargetAverage Call Quality Score: >90%

8. Team Leadership

1. Manage Team Leaders and Sales Executives.

2. Set daily targets.

3. Conduct morning huddles.

4. Conduct end-of-day performance reviews.

5. Identify underperforming employees.

6. Develop coaching plans.

7. Create incentive programs.

8. Recognize top performers.

9. Maintain team discipline and motivation.

10. Build a performance-oriented culture.

9. 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?"

10. Lead Source Analytics

Track conversion separately for:

• Google

• Meta

• Website

• WhatsApp

• 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?

11. 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