电话销售团队负责人
Telesales Team Lead
我们正在寻找一位电话销售团队主管加入我们的客户留存团队，随着我们在各市场扩大规模并推动数字化和金融包容性。
职位概述
我们正在尼日利亚招聘电话销售团队主管，负责我们的呼入和呼出业务。您团队的每一次对话都决定着客户是否继续使用真正改变他们生活和工作方式的金融产品。
关于M-KOPA
M-KOPA已向肯尼亚、乌干达、尼日利亚、加纳和南非的1000万客户提供了超过20亿美元的信用。86%的客户表示生活质量有所改善，55%的客户首次接触到正式的金融服务。我们正在快速扩张，我们需要前线领导者与我们一同成长。
这是一个混合岗位，您将在尼日利亚的办公室工作，与来自英国、欧洲和非洲不同市场和地点的多样化员工合作。您将向客户留存经理汇报。
什么让这份工作与众不同
这不是一个为了股东利益追逐话务量的呼叫中心。您是在保护那些正在建立事业并保障家庭未来的个人的金融准入权，您将对团队的表现拥有真正的掌控权，而不仅仅是一个需要执行的话术脚本。
您将负责的工作
- 领导、指导和培养通过语音和非语音渠道（Freshdesk、Fresh Chat、社交媒体、电话）进行销售的代理人员，推动外呼团队持续达成销售、收入和转化目标
- 监控KPI、销售量、转化率、等待时间、质量评估分数、CRM准确性等指标，按日、周、月进行分析，主动解决差距，并进行定期审查并设定可操作的目标
- 跨职能与呼入、呼出、增长、产品、零售和营销团队协作，执行销售策略、活动和留存计划
- 监督销售和运营履行，包括代理人员、经销商和零售团队之间的交付协调、库存可用性以及履行风险的升级处理
- 确保所有渠道的质量和合规性，管理通话质量标准，解决升级的客户问题，并在互动中识别交叉销售机会
- 利用数据分析发现客户互动模式和趋势，并将洞察转化为对高级管理层的建议
您需要具备的条件
- 商业管理、市场营销、传播或相关领域的学士学位
查看英文原文
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.
Join us in shaping the future of M-KOPA as we grow together. Explore more at .
Recognized four times by the Financial Times as one Africa's fastest growing companies (2022, 2023, 2024, 2025 and 2026), named on CNBC's World’s Top Fintech Companies 2025 & 2026 and by TIME100 Most influential companies in the world 2023 and 2024 , we've served over 10 million customers, unlocking $2 billion in cumulative credit for the everyday earners across Africa, in addition to over 10,000 e-bikes financed in Kenya.
Important Notice
M-KOPA is an equal opportunity and affirmative action employer committed to assembling a diverse, broadly trained staff. Women, minorities, and people with disabilities are strongly encouraged to apply.
M-KOPA explicitly prohibits the use of Forced or Child Labour and respects the rights of its employees to agree to terms and conditions of employment voluntarily, without coercion, and freely terminate their employment on appropriate notice. M-KOPA shall ensure that its Employees are of legal working age and shall comply with local laws for youth employment or student work, such as internships or apprenticeships.
M-KOPA does not collect/charge any money as a pre-employment or post-employment requirement. This means that we never ask for ‘recruitment fees’, ‘processing fees’, ‘interview fees’, or any other kind of money in exchange for offer letters or interviews at any time during the hiring process.
Applications for this position will be reviewed on a rolling basis. Shortlisting and interviews will take place at any stage during the recruitment process. We reserve the right to close the vacancy early if a suitable candidate is selected before the advertised closing date.
If your application is successful M-KOPA undertakes pre-employment background checks as part of its recruitment process, these include; criminal records, identification verification, academic qualifications, employment dates and employer references.
Originally posted on Himalayas