Call Center Team Lead (Clean Cook Stoves) at Atmosfair

Job Summary: 

We are seeking a skilled Call Center Team lead to lead the growth of our Save80 Clean Cook Stove across Nigeria. In this role, you will be responsible for overseeing all call center operations supporting stove sales, customer onboarding, instalment tracking, and carbon verification processes. The role ensures high-quality customer engagement, agent performance, and accurate data capture aligned with carbon credit (MRV) requirements.

This is a chance to shape the commercial success of one of Nigeria’s most impactful clean energy products. Your work will not only grow ACSL’s market footprint but also help millions of households access affordable, energy-efficient cooking solutions.

If you are motivated by results and want to combine customer service success with meaningful social and environmental impact, we would like to meet you.

Role Summary

This position is central to improving sales conversion, strengthening customer retention, and ensuring audit-ready data capture to support sustainability and carbon reporting requirements.

Key Responsibilities

• The role will lead end-to-end call center delivery, including day-to-day operations management.
• Structured sales support to improve conversions.
• Systematic follow-up on customer payment plans and installment performance. 
• Support verification activities by ensuring that customer records and field verification data meet monitoring, reporting, and verification (MRV) requirements. 
• Responsible for team leadership, performance management, coaching, and continuous quality improvement. 
• Take strong ownership of CRM data integrity, reporting routines, customer experience management, and issue resolution is required to maintain service standards and ensure operational reliability.

Key Performance Indicators (KPIs)

• Call Quality Score (QA compliance) 
• Verification Completion Rate (MRV compliance) 
• Customer Satisfaction Score (CSAT) 
• Agent Productivity (Calls per agent/day) 
• Collection Efficiency (measured through installment recovery rates) 

Required Qualifications

• Bachelor’s degree in business administration, Marketing, or a related discipline.
• 3–5 years of relevant call center operations experience, preferably in fintech, telecommunications, or energy access. 
• Demonstrated experience managing teams of approximately 10–30 agents is expected 
• Strong working knowledge of CRM systems and Excel-based reporting is required.

Preferred Experience

Strong advantage will be given to candidates with experience in clean energy or carbon-linked projects (e.g., clean cookstoves), familiarity with MRV requirements, and proven exposure to instalment-based sales models. Multilingual capability, including Hausa, Yoruba, or other relevant local languages, is highly beneficial.

Key Skills and Competencies

The successful candidate must demonstrate leadership and people management capability, strong sales and negotiation skills, data analysis and reporting discipline, effective customer relationship management, sound problem-solving judgement, and clear, professional communication.

Reporting Structure

You will report directly to the Head of Monitoring Dept., and the management team, partly based in Germany.

Working Days and Hours

Hybrid work may be required. Standard full-time work hours are 40 hours per week (Monday to Friday). Additional hours may be required to meet sales targets and could involve some weekend work. All extra hours will be appropriately compensated.

We Offer:

• Competitive salary commensurate with experience and performance-based incentives
• Opportunity to make a significant impact on climate change and rural development in Nigeria.
• Leadership role in a growing, mission-driven organization
• Professional development opportunities in the expanding field of sustainable energy solutions

Note: Women are strongly encouraged to apply for this position.