Telesales Senior Team Leader - Outbound

We are looking for a Telesales Team Leader to join our Customer Retention group; as we scale up and drive digital and financial inclusion across our markets.

Job Purpose

The Telesales Senior Team Leader – Outbound is responsible for monitoring and supervising a team of Outbound Telesales Team Leaders in Kenya to ensure they achieve telesales targets and maximize sales.

This role involves providing guidance, instructions, and leadership to inspire the team to perform at their optimum levels, while also ensuring that sales and bookings targets are met consistently.

What will you do?

In this role, you'll be responsible for driving incremental revenue through effective telesales campaign management. This involves conceptualizing and developing execution strategies that include sales training, scripting, campaign timing, sales forecasting, and tracking. You'll play a key role in planning and rolling out campaigns that are both timely and results-driven.

You will also manage the daily activities of the telesales department, overseeing both supervisors and representatives. Providing leadership and direction, you'll guide the team toward achieving their sales targets and KPIs. Regular performance monitoring is essential, including monthly reviews and identifying opportunities for cross-selling and up-selling within the organization.

A major focus will be on ensuring the team meets or exceeds their sales and booking targets. This will include implementing strategies to drive performance and analyzing sales data to keep progress on track. You'll be expected to respond to performance gaps with practical solutions that improve outcomes.

Reporting and analysis are also a core part of the role. You'll be responsible for generating regular reports on team performance, sales metrics, and customer service levels. From this data, you'll extract trends and insights to share with senior management and recommend ways to enhance team effectiveness.

Collaboration will be important too—you’ll work closely with the QA and Training Teams to boost team performance and act as a key point of contact between the telesales department and other areas of the business. This includes addressing issues like stock planning, tech challenges, and coordination with retail.

Additionally, you’ll support any telesales projects or initiatives assigned by management and continuously look for ways to refine and optimize telesales processes. Staying current with industry best practices in telesales, customer retention, and team management will help you lead improvement efforts and implement tools that enhance operational efficiency.

This is a hybrid role in Kenya reporting to the Customer Retention Manager

We're looking for someone with a degree in any relevant field, along with over 3–4 years of management experience. A strong preference will be given to candidates who have worked as a Telesales Team Leader. Having an in-depth understanding of the M-KOPA business would be a great bonus and highly valued in this role.

The ideal candidate will be sales-focused, customer-centric, and diligent, with exceptional writing and communication skills. You should also bring a strong ability to analyze data and influence data-driven decisions, backed by solid leadership and team management skills. We're looking for someone who is self-motivated, takes a professional approach, and is driven to deliver results consistently.

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 thrice by the Financial Times as one Africa's fastest growing companies (2022, 2023 and 2024) and by TIME100 Most influential companies in the world 2023 and 2024 , we've served over 5 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.