Inside Sales Lead

About Us:

Snabbit is India's first Quick-Service App delivering home services in just 10 minutes through a hyperlocal network of trained and verified professionals. Backed by Elevation Capital, Nexus Venture Partners, and Lightspeed, Snabbit is redefining the home services space by combining speed, quality, and trust. Founded by Aayush Agarwal, Snabbit is on a mission to make home services as seamless and instant as ordering groceries. We've already completed thousands of jobs with exceptional customer satisfaction — and we're just getting started.

About the Role:

We are looking for a Senior Manager – Inside Sales & Call Centre Operations to lead Snabbit's inside sales function and customer contact centre. This is a strategic role responsible for driving revenue through inside sales, improving customer conversion, optimizing call centre operations, and building scalable processes as the business grows. The ideal candidate brings deep experience in leading large inside sales or contact centre teams in high-growth, consumer-facing businesses. They should be equally comfortable driving sales performance, operational efficiency, workforce planning, and customer experience.

Key Responsibilities:

Inside Sales Leadership

● Own the inside sales strategy and drive revenue through inbound and outbound sales channels.

● Improve lead-to-booking conversion, upselling, cross-selling, and customer retention.

● Design sales processes, playbooks, scripts, and conversion strategies to maximize productivity.

● Monitor funnel performance and continuously optimize conversion across every stage.

Call Centre Operations

● Lead end-to-end call centre operations, ensuring high service quality and operational efficiency.

● Manage outbound, and support operations while maintaining defined SLAs.

● Build scalable operating models to support rapid business growth.

● Drive workforce planning, shift scheduling, forecasting, and capacity management.

● Implement quality assurance frameworks, call audits, coaching, and process improvements.

Team Leadership

● Build, lead, and mentor Team Leads and Inside Sales Executives.

● Set clear KPIs and performance expectations across teams.

● Drive a high-performance, metrics-driven culture through regular coaching and feedback.

● Partner with Talent Acquisition to hire and ramp teams efficiently.

Customer Experience

● Own customer experience across all telephonic interactions.

● Identify customer pain points and work cross-functionally to improve service delivery.

● Drive improvements in CSAT, NPS, and customer retention metrics.

● Ensure all customer interactions reflect Snabbit's quality and service standards.

Business Performance & Analytics

● Track and own business metrics including:

• Revenue generated through inside sales
• Conversion rates
• Productivity per agent
• Occupancy and utilization
• AHT (Average Handle Time)
• First Call Resolution (FCR)
• CSAT and Quality Scores
• Repeat customer bookings

● Build dashboards and provide actionable insights to leadership.

● Use data to identify operational bottlenecks and implement scalable solutions.

Cross-Functional Collaboration

● Work closely with Product, Operations, Marketing, Growth, and Customer Experience teams to improve customer journeys.

● Partner with technology teams to optimize CRM, dialers, automation, and reporting tools.

● Support new city launches and scale customer operations as the business expands.

What We're Looking For

● 7–10 years of experience leading Inside Sales, Contact Centre, or Customer Operations teams.

● Proven experience managing teams of 50–200+ customer-facing employees through Team Leads and Managers.

● Strong track record of driving sales performance and operational excellence.

● Experience building processes and scaling inside sales operations in a high-growth environment.

● Strong analytical skills with expertise in KPI management, forecasting, and workforce planning.

● Hands-on experience with CRM platforms, dialers, call centre technologies, and reporting tools.

● Excellent stakeholder management and leadership skills.

● Strong communication, coaching, and people management capabilities.

● Ability to thrive in a fast-paced, data-driven startup environment.

Apply here - https://forms.gle/Mtz1y1KAexVAgHHz7