Contact Center Manager

About Us

Loom Solar, founded in 2018 by visionary brothers Amol and Amod Anand, has rapidly emerged as one of India's Fastest Growing D2C brands. This Faridabad, Haryana based solar company specializes in the manufacturing of cutting-edge solar panels, inverters, and lithium batteries, catering to both residential and commercial needs.

Our journey began with a mission to revolutionize access to advanced solar technology across India, ensuring even the most remote areas benefit from sustainable energy solutions through our robust e-commerce platform. At Loom Solar, we are committed to driving the green energy transition and empowering every corner of India with reliable and innovative solar power solutions.

Job Description

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 → Revenue2. Key Responsibilities

• Sales Management
• 2. 3. Own the daily sales target generated through the contact center.
  
  

Convert inbound enquiries into qualified solar opportunities.

Develop Structured Sales Scripts For

• Residential solar
• Rooftop solar
• Solar panels
• Hybrid inverters
• Lithium batteries
• BESS
• Solar pumps
• 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.
  
  

TargetAverage 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

• 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

• 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

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