Telesales Team Lead

We are looking for a Telesales Team Lead to join our Retention team, as we scale up and drive digital and financial inclusion across our markets.

Role Overview

We're hiring Telesales Team Leads for our Customer Retention team in Nigeria, covering both our Inbound and Outbound functions. Every conversation your team has determines whether a customer stays in a financial product that's genuinely changing how they live and work.

About M-KOPA

M-KOPA has extended over $2 billion in credit to 10 million customers across Kenya, Uganda, Nigeria, Ghana, and South Africa. 86% of our customers report improved quality of life, and 55% are accessing formal financial services for the first time. We're scaling fast, and we need frontline leaders who can scale with us.

This is a hybrid role , you would be working from our offices in Nigeria , partnering with a diverse group of employees from our different markets and locations across the UK, Europe and Africa. You will be reporting to the Customer Retention Manager.

What makes this different

This isn't a call center chasing volume for shareholders. You're protecting financial access for people building businesses and securing their families' futures, and you'll have real ownership over how your team performs, not just a script to enforce.

What You'll Do

Lead, coach, and mentor telesales agents across voice and non-voice channels (Freshdesk, Fresh Chat, social media, calls), and drive outbound teams to consistently hit sales, revenue, and conversion targets

Monitor performance against KPIs, sales volume, conversion rates, wait times, QA scores, CRM accuracy, daily, weekly, and monthly, addressing gaps proactively and conducting regular reviews with actionable goals

Collaborate cross-functionally across Inbound, Outbound, Growth, Product, Retail, and marketing teams to execute sales strategies, campaigns, and retention initiatives

Oversee sales and operations fulfilment, including delivery coordination between agents, DSRs, and retail teams, stock availability, and escalation of fulfilment risks

Ensure quality and compliance across all channels, managing call quality standards, resolving escalated customer issues, and identifying upselling opportunities during interactions

Use data analytics to spot customer interaction patterns and trends, and turn insights into recommendations for senior management.

What You'll Need

Bachelor's degree in business administration, marketing, communications, or a related field

Demonstrated 2+ years of experience in leadership role either in telesales, customer service, or sales management, specializing in non-voice channels such as email, chat, or social media

Strong leadership and team management ability, with proficiency in CRM systems, telephony, and sales automation tools

Proven analytical skills, trend recognition, and data-informed decision-making.

The honest part This role means managing live performance conversations while holding your team to standards that directly affect vulnerable customers, and depending on which function you lead, you may also be chasing deliveries, stock, and fulfilment alongside sales targets. Some days that's demanding. If you thrive on coaching people through pressure rather than just monitoring dashboards, this is built for you.

Ready to lead a team that actually changes lives? Let's talk.

Why M-KOPA?

At M-KOPA, we empower our people to own their careers through diverse development programs, coaching partnerships, and on-the-job training. We support individual journeys with family-friendly policies, prioritize well-being, and embrace flexibility.