Telesales Team Lead
We are looking for a Telesales Team Lead to join our Customer Retention group as we scale up and drive digital and financial inclusion across our markets.
Job Purpose
M-KOPA serves 7 million customers and has unlocked $2+ billion in credit across Africa. 86% of our customers report improved quality of life. We're not slowing down; we're scaling. The Customer Retention team sits at the frontline of this mission: every conversation your team has directly determines whether customers stay in financial products that are transforming their lives.
This isn't a typical call center role. You're not optimizing volume for shareholders. You're protecting and expanding financial access for people building businesses, buying assets, and securing their families' futures.
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 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.
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 m-kopa.com.
Recognized four times by the Financial Times as one Africa's fastest growing companies (2022, 2023, 2024 and 2025) and by TIME100 Most influential companies in the world 2023 and 2024 , we've served over 6 million customers, unlocking $1.5 billion in cumulative credit for the unbanked across Africa.
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.