Telesales Team Lead

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

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. 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.