In this role, you would be responsible for:

Lead Daily Retention Operations

Managing the day-to-day performance of Uganda's retention and telesales team across outbound, inbound, special-project campaigns, and cash loans
Ensuring clear daily priorities, strong queue discipline, and timely follow-up on high-intent customer leads—no lead left behind
Managing cash-loan performance by monitoring weekly and monthly results, escalating critical issues, and partnering with Product and stakeholders to resolve root causes and improve performance

Drive Campaign Performance and Conversion

Designing and executing telesales campaigns by aligning leads, products, scripts, staffing, and follow-up routines into one coherent execution engine
Monitoring lead management including conversion, contact rate, agent productivity, and revenue targets to identify performance gaps and opportunities to meet Retention targets
Partnering with Product, Credit, Finance, Marketing, BI, Customer Care, and Retail teams to remove blockers and improve campaign outcomes

Build a Strong Sales and Coaching Culture

Coaching Team Leaders and agents on pitch quality, objection handling, closing discipline, and customer-first selling
Using call listening, QA findings, scorecards, and performance reviews to improve consistency and raise team standards systematically
Developing Team Leaders into coaching-first managers who can run structured daily performance routines without needing constant direction

Strengthen Processes, Controls, and Customer Experience

Continuously improving telesales processes to increase revenue, reduce leakage, and manage operating costs
Ensuring accurate lead handling, compliant customer communication, honest dispositions, and adherence to consumer protection principles
Maintaining clear controls around commissions, escalations, lead ownership, and customer follow-up

Develop and Manage the Team

Hiring, onboarding, mentoring, and performance-managing Team Leaders and retention representatives
Creating a motivating team environment with clear expectations, regular feedback, and visible career development paths
Leading planning for team capacity, leave, coverage, and high-performing agent segments

What Success Looks Like:

Higher conversion from eligible retention customers into repeat-product sales
Stronger daily operating rhythm across Team Leaders and agents
Better lead follow-up discipline, fewer stale tickets, and faster response to high-intent customers
Clearer coaching standards, improved pitch quality, and reliable performance management
Improved collaboration with critical stakeholders to solve retention blockers

Your application should demonstrate:

Qualifications & Experience

Bachelor's degree in Business, Sales, Operations, Marketing, or a related field
Over 5+ years' experience in Telesales, Customer Retention, or commercial operations
3+ years in Telesales or Customer Retention management
Proven ability to use data, scorecards, and coaching routines to improve sales performance
Experience designing or running campaigns, managing lead pipelines, and improving conversion rates
Strong presentation, communication, coaching, and people-management skills
Demonstrated commitment to ethical selling, customer protection, and compliant sales processes

Technical Competencies

Retention Manager

M-KOPA