Scan your resume against ATS criteria for this Contact Center Manager role at Loom Solar.
We are looking for a highly result-oriented
to build
and manage Loom Solar's high-performance contact center.
The manager will be responsible for converting
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
.
The ideal candidate must think like a
.
A. Sales Management
1. 2. 3. Own the daily sales target generated through the contact center.
Convert inbound enquiries into qualified solar opportunities
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
.
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
.
The manager should work closely with the
to automate:
No lead should remain without an owner or next action.
5. Analytics & MIS
The manager must convert call-center data into
.
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 ₹
The manager must track:
↓
↓
↓
↓
↓
↓
The actual targets will be finalized based on Loom Solar's product mix and historical
conversion data.6. Agent Performance Management
Create an
covering:
Every agent should have a daily score.
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.
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
.
The manager should not measure success by:
Success should be measured by:
The manager should continuously answer:
10. Lead Source Analytics
Track conversion separately for:
Identify:
11. Cross-Functional Coordination
Work closely with:
What we offer
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
How to apply for Contact Center Manager at Loom Solar?
Click the "Apply on Company Website" button on this page to submit your application directly on the employer's official portal.
What is the salary for this role?
Salary details will be discussed during the interview.
What experience is required?
This position is open to freshers and experienced candidates.
Is this position still open?
Yes, currently active and accepting applications.
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