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Contact Center Manager
Loom Solar
Faridabad, IND
Full-time
Senior · 5+ years experience
Onsite
INR 600000-600000 yearly / year
Discovered 2 weeks ago
Zoho CRMGoogle SheetsPower BITelephony/IVR systemsWhatsApp Business
Free
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Zoho CRMGoogle SheetsPower BITelephony/IVR systemsWhatsApp Business
Full Job Posting
Primary Objective
Calls → Leads → Qualified Leads → Opportunities → Orders → Revenue 2. 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.
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