Inside Sales Manager

SOLS Energy Sdn Bhd.; Kuala Lumpur; On-site; MYR 90,000 - 120,000; Full time

Benefits offered by this job

Competitive base salary with performance-linked incentives

Direct mentorship from senior leadership

Access to cutting-edge sales automation and AI tools

Job summary

SOLS Energy Sdn Bhd. in Kuala Lumpur is seeking an ISR Manager to enhance the operational performance of the Inside Sales & Revenue team. This role is key to achieving contact, qualification, and revenue targets through effective team management and disciplined funnel oversight.

Ideal candidates will have a minimum of three years in sales and proven experience leading high-performing teams. The position includes competitive salary and access to advanced sales automation tools.

Qualifications

• Minimum 3 years in inside sales, telesales, or outbound B2C/B2B sales.
• 1-2 years in a team lead or people management role.
• Demonstrated experience managing a target-driven sales team.

Responsibilities

• Manage day-to-day operational performance of the ISR team.
• Lead and manage ISR representatives and interns.
• Prepare and deliver the ISR Daily Pulse report.

Skills

Strong command of CRM tools

Analytical mindset

Clear communicator in Bahasa Malaysia and English

Comfortable in a fast-paced environment

Tools

HubSpot

Salesforce

Job description

The ISR Manager is responsible for the day-to-day operational performance of the SOLS Energy Inside Sales & Revenue team. This role bridges strategy and execution, ensuring the ISR team consistently achieves contact, qualification, and revenue targets through disciplined funnel management, team coaching, and system governance.

This is a hands‑on leadership role. You will manage a team of ISR representatives and Interns, own daily reporting, enforce SOP compliance, and act as the primary escalation point for funnel issues. You report directly to the Director of ISR.

Team Management

• Lead and manage ISR representatives and ISR Interns across outreach and follow-up functions
• Conduct daily team briefings, performance check‑ins, and individual coaching sessions
• Monitor individual and team KPIs against daily, weekly, and monthly targets
• Enforce SLA compliance, including the 240‑minute lead contact requirement
• Manage shift scheduling, rotation, leave coverage, and daily capacity planning
• Support new hire onboarding and ramp‑up to full productivity

Funnel Operations

• Oversee the full ISR funnel: Lead > Contact > Qualified > Show > Close > Payment
• Ensure lead queues are cleared daily in priority order (fresh leads first, follow‑up second)
• Monitor stage conversion rates and proactively identify and address leakage points
• Coordinate with Sales Engineers on appointment scheduling and pipeline progression
• Manage no‑show and cancellation handling in accordance with ISR SOPs

Reporting and Analytics

• Prepare and deliver the ISR Daily Pulse report (calls, meetings, conversions, payments)
• Track and validate team activity in HubSpot, ensuring CRM data quality
• Identify bottlenecks in the funnel and elevate system or process issues to the Director of ISR
• Contribute to weekly and monthly performance reviews with actionable funnel analysis

Systems and Tools Governance

• Monitor Respond.io automation queues daily and flag any failures or anomalies
• Ensure team compliance with HubSpot data entry and deal stage update standards
• Coordinate with the Director of ISR on automation updates, worker changes, and new tool rollouts
• Oversee AI performance and elevate issues when AI behaviour deviates from expectations

SOP Enforcement and Process Improvement

• Ensure all team members operate in accordance with current ISR SOPs
• Identify SOP gaps from team feedback and daily operations; elevate for documentation
• Support continuous improvement initiatives directed by the Director of ISR
• Maintain a working knowledge of all active SOPs and train team members accordingly

Document Collection and Payment Follow‑Up

• Own the document collection pipeline: track which deals are pending docs, assign follow‑up tasks to ISRs, and elevate stalled cases daily
• Enforce the monthly document collection rate target (≥90%) by monitoring pipeline‑to‑collected ratios and identifying drop‑off points
• Run daily payment follow‑up across all priority tiers: pre‑approval, post‑approval, and overdue accounts
• Coordinate with ISRs and Sales to ensure every closed deal has a clear next action for document submission and payment confirmation
• Flag deals at risk of lapsing due to incomplete docs or delayed payment before they surface in the weekly review
• Report document collection and payment status as a standing item in the ISR Daily Pulse

Complaints Management and SE Escalations

Detection and Logging

• Monitor proactive triggers: unresolved meeting outcomes, missed follow‑up reminders, and communication channel flags
• Receive and verify customer‑reported complaints (missed meetings, ghosting, lack of follow‑up)
• Log every issue immediately in the tracker with full factual detail
• Upload supporting screenshots to CRM as reference

Resolution Oversight

• Track acknowledgement time (<30 minutes), resolution plan time (<4 hours), and customer contact time (<24 hours)
• Confirm the tracker is updated with resolution status on the same day

Trend Monitoring

• Review escalation volume and SLA adherence weekly
• Flag any escalations in a rolling month to the ISR Director
• Contribute to bi‑annual SOP reviews based on escalation trends

Experience

• Minimum 3 years in inside sales, telesales, or outbound B2C/B2B sales
• Minimum 1-2 years in a team lead, supervisor, or people management role
• Demonstrated experience managing a target‑driven, high‑volume sales team
• Track record of hitting or exceeding team revenue or conversion targets

Skills and Competencies

• Strong command of CRM tools (HubSpot preferred; Salesforce or equivalent acceptable)
• Analytical mindset: able to read funnel data, identify conversion gaps, and act on insights
• Comfortable operating in a fast‑paced, KPI‑driven environment
• Clear communicator in Bahasa Malaysia and English (written and verbal)
• Organised and systematic: able to manage multiple agents and priorities simultaneously
• Confident in coaching underperformers and driving accountability without micromanaging

Preferred (Not Required)

• Experience with messaging‑based or WhatsApp sales automation (Respond.io or similar)
• Prior exposure to solar, renewable energy, or home improvement sales
• Familiarity with AI‑assisted sales tools or automation workflows

Benefits

• Competitive base salary with performance‑linked incentives tied to team targets
• Direct mentorship and daily collaboration with senior sales leadership
• Fast‑growing company with a clear path to senior management roles
• Access to cutting‑edge sales automation, AI, and CRM infrastructure
• Work in Malaysia's leading solar energy inside sales engine
• Team culture built on accountability, systems thinking, and continuous improvement