Contact Center Manager

Loom Solar; Faridabad District; On-site; INR 1,500,000 - 2,300,000; Full time

Job summary

Loom Solar, a leading solar solutions provider in Faridabad, Haryana, is seeking a Sales + Operations + Analytics Manager to build and manage a high-performance contact center. The role aims to convert 500+ daily calls and leads into measurable business revenue through robust sales processes and disciplined CRM usage.

The ideal candidate will embody a blend of Sales Head, Operations Manager, and Data Analyst mindsets, driving daily targets, analytics, and cross-functional coordination with

Qualifications

• Must have MIS & dashboard management experience.
• Must have sales funnel management experience.
• Must have call-quality management experience.
• Strong analytical and problem-solving skills.

Responsibilities

• Own daily sales target through the contact center.
• Develop structured sales scripts for products including Hybrid inverters, Lithium batteries, and BESS.
• Monitor agent productivity and ensure CRM discipline and SLA adherence.
• Coordinate with field sales for site visits and high-value opportunities.
• Create escalation mechanisms and SOPs for contact-center activities.
• Track funnel metrics and produce daily MIS dashboards and insights.

Skills

Zoho CRM

Sales funnel

AI analytics

Problem-solving

Lead generation

Call quality

Tools

Zoho CRM

Job description

Loom Solar, founded in 2018 by visionary brothers Amol and Amod Anand, has rapidly emerged as one ofIndia'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

1. 2. 3. Own the daily sales target generated through the contact center.

Develop structured sales scripts for:

• Hybrid inverters
• Lithium batteries
• BESS

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

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

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.

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

The manager will be responsible for ensuring 100% CRM discipline.

• Lead assignment
• Opportunity creation
• Lost-lead classification
• Customer history

The manager should work closely with the Zoho CRM team to automate:

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:

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

Number

Site visits

Number

Quotations

Number

Orders

Number

Revenue

Lost leads Number

Lost-lead reasons Category

Agent productivity Agent-wise

Call quality Score

Funnel Analytics

The manager must track:

500 Calls

400 Connected

250 Qualified

100 Site Visits / Quotations

30 Orders

The actual targets will be finalized based on Loom Solar's product mix and historical

Create an Agent Performance Scorecard covering:

• Talk time
• Qualified leads
• Opportunities created
• Quotations generated
• Orders generated
• Revenue generated
• Call quality

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.

Target Average Call Quality Score: >90%

1. Manage Team Leaders and Sales Executives.

2. Set daily targets.

3. Conduct morning huddles.

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:

Lead-to-order conversion

Contact-center revenue

ROI on leads

The manager should continuously answer:\"We received 500 calls today. How much business did those calls generate?\"

Track conversion separately for:

• WhatsApp
• 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
• Opportunity conversion
• Dealer/channel opportunities
• Escalations

Product

• Product feedback

Finance

• Financing options

Dispatch

• Delivery status
• Customer commitments

Requirements

Must Have

• MIS and dashboard management
• Sales funnel management
• Call-quality management
• Problem-solving

Preferred

• Zoho CRM experience
• Telephony/IVR systems
• WhatsApp Business
• Lead-generation campaign understanding
• AI-based call analytics

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

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