Telesales Team Lead at M-KOPA

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 with 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.