Internal Sales Manager

Operations Management · Manage day-to-day operations of the in-house call centre, supporting both pre-sales and post-sales interactions. ·        Ensure efficient handling of inbound and outbound calls related to solar product inquiries, follow-ups, lead qualification, and customer service. ·        Monitor call quality, team productivity, and response timelines to achieve defined service level agreements (SLAs). ·        Supervise telecommunication systems and CRM tools to ensure uninterrupted operations (e.g., TATA Tele, CRM, lead tracking systems). Team Leadership & Performance Management ·        Recruit, train, and lead a team of call centre executives and team leads. ·        Set KPIs for the team and conduct regular performance reviews and feedback sessions. ·        Motivate the team through coaching, recognition, and professional development to meet conversion and service goals. ·        Maintain shift rosters and ensure optimal staffing for business continuity. Customer Service and Complaint Resolution ·        Oversee effective handling of customer queries, escalations, and complaints in a courteous and timely manner. ·        Coordinate with internal departments such as Sales, Operations, and Technical Support to resolve issues efficiently. ·        Implement and track customer satisfaction surveys and service feedback initiatives. Sales Support and Lead Management ·        Collaborate with the internal sales and marketing teams to align call campaigns with ongoing promotions and lead generation goals. ·        Ensure timely follow-up of leads, qualification of prospects, and escalation of high-potential customers to the sales team. ·        Track and analyse lead lifecycle performance, conversion ratios, and revenue influence. Reporting and Data Analysis ·        Generate daily, weekly, and monthly reports on call volumes, lead status, agent performance, and customer feedback. ·        Leverage CRM and call data to derive insights and recommend process improvements. Compliance and Quality Control ·        Ensure compliance with company policies, data privacy laws, and regulatory requirements during all customer interactions. ·        Conduct periodic quality audits and call evaluations to uphold service standards and identify training needs. Process Optimization and Technology Adoption ·        Recommend improvements to workflows, scripts, and tools to enhance call center efficiency and customer experience. ·        Stay updated with the latest industry tools and integrate automation or AI-enabled support where applicable.