Telesales Team Lead Job at M-KOPA Nigeria

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 “PayGo’” 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 recruiting to fill the position below:

Job Position: Telesales Team Lead
Job Location: Lagos 
Job Type: Full time

What will you do?

• Lead high-performing teams across voice and non-voice channels (chat, email, social media). You'll coach agents to excel, monitor KPIs (conversion rates, QA scores, CRM accuracy), and translate data into actionable development conversations. You'll manage performance, conduct regular feedback sessions, and work with the People Team to handle underperformance fairly and developmentally.
• Drive retention campaign execution by overseeing lead qualification, ensuring customers are positioned correctly for conversion, and implementing process improvements with cross-functional teams. You'll analyze campaign data, identify trends, and make data-driven decisions that improve team results.
• Ensure quality and compliance across all channels. You'll oversee onboarding and training on products, campaigns, scripts, and regulatory requirements. You'll manage SLAs, QA standards, and escalate risks early.

What We Need

• 3-5 years of supervisory experience in telesales or call center operations - at least 2 years managing both voice and non-voice channels.
• You've built high-performing teams and understand what it takes to lead at scale.
• Proven track record in performance management and coaching - you develop people, not just manage numbers. You're comfortable with data and use it to improve team results. You understand KPIs deeply and can identify trends confidently.
• Strong analytical and problem-solving skills—you spot patterns in data, make decisions with incomplete information, and think systematically about process improvements.
• Excellent interpersonal and communication skills - you have difficult conversations with empathy, listen well, and collaborate effectively across departments.