About the Role
M-KOPA is a fast-growing FinTech company offering millions of underbanked customers across Africa access to life-enhancing products and services. From our roots as the pioneer in pay-as-you-go solar energy for off-grid homes, we have grown into one of the most advanced connected asset financing platforms in the world, empowering a broad range of customers to achieve progress in their lives. We are currently looking for a results-driven Telesales Team Lead to join our expanding team in Nigeria and help scale our impact.
Key Responsibilities- Lead, coach, and mentor telesales agents across voice and non-voice channels including Freshdesk, Fresh Chat, social media, and calls, driving outbound teams to consistently hit sales, revenue, and conversion targets.
- Monitor performance against KPIs such as sales volume, conversion rates, wait times, QA scores, and CRM accuracy on a daily, weekly, and monthly basis, addressing gaps proactively.
- Collaborate cross-functionally with Inbound, Outbound, Growth, Product, Retail, and Marketing teams to execute successful sales strategies, campaigns, and customer retention initiatives.
- Oversee sales and operations fulfilment, including delivery coordination between agents, DSRs, and retail teams, stock availability, and the escalation of fulfilment risks.
- Ensure quality and compliance across all communication channels, managing call quality standards, resolving escalated customer issues, and identifying upselling opportunities.
- Use data analytics to spot customer interaction patterns and trends, translating insights into actionable recommendations for senior management.
- Bachelor's Degree in Business Administration, Marketing, Communications, or a related field.
- Demonstrated 2+ years of experience in a leadership role within telesales, customer service, or sales management, specializing in non-voice channels such as email, chat, or social media.
- Strong leadership and team management abilities, coupled with proficiency in CRM systems, telephony, and sales automation tools.
- Proven analytical skills, trend recognition, and a track record of data-informed decision-making in a fast-paced environment.
- Competitive salary with performance-based incentives.
- Comprehensive health insurance coverage.
- Opportunities for professional growth and career advancement within a leading global FinTech organization.
- A collaborative, innovative, and inclusive work culture.