Telesales Team Lead – (Cars) at MOGO Auto Limited

MOGO Auto Limited is part of Eleving Group, an international fintech company operating in sixteen countries across three continents. We are a world-class, reliable, and internationally trusted partner, expanding access to finance in Kenya to promote upward social mobility. Our portfolio encompasses a range of financial products, including car financing, motorcycle financing, tuk-tuk financing, electric motorcycle financing, logbook loans, and vehicle financing.

Since entering the Kenyan market in 2019, we have financed over 100,000 vehicles and served over 50,000 satisfied customers. In June 2024, our new motorcycle financing issuances surpassed the 230 million Kenya shilling mark. 

Our growth is attributed to a focused market growth strategy, a strong emphasis on data and technology, and robust risk management structures. We process loan requests within 24 hours and offer flexible repayment terms of up to 60 months.

Our mission is to provide convenient and affordable financing solutions to our customers, backed by a lowest price guarantee. 

MOGO is one of the few financial companies globally that finances cars of any age, brand, or model. We empower our customers to choose vehicles from trusted dealerships through our user-friendly online car portal. 

Mogo Auto Limited recently signed a commitment letter with Development Finance Corporation (DFC), for a $10 million loan to finance electric vehicles in Kenya. 

Our goal is to facilitate upward social mobility across Kenyan communities by providing innovative and sustainable financial solutions. We strive to build mutually beneficial partnerships with our customers, helping them find the best deals and guiding them through the purchasing process. 

Join us - you'll love working in a collaborative and non-bureaucratic environment that is fun yet stable and sustainable.

Job Purpose

The Telesales Lead will manage the telesales (Cars ) department to drive customer acquisition, loan uptake, cross-selling, and retention through phone-based sales channels. The role requires a performance-driven leader who can develop effective telesales strategies, motivate the team, ensure excellent customer engagement, and deliver revenue growth in line with the company’s financial inclusion objectives.

Key Responsibilities:

1. Strategy & Leadership.

• Develop and implement telesales strategies to achieve monthly and annual loan disbursement, deposit mobilization, and cross-sell targets.
• Plan and execute campaigns for new product launches, customer reactivation, and upselling.
• Set clear performance targets (KPIs) and monitor team productivity daily, weekly, and monthly.
• Ensure compliance with regulatory and company standards in all customer interactions.

2. Team Management.

• Recruit, train, coach, and mentor telesales agents to deliver outstanding results.
• Set monthly/quarterly/annual telesales targets (volume, value, conversion rate) for the telesales team.
• Design and implement scripted calls, call flows, tele-campaigns for inbound/outbound calls, follow-up calls, lead nurturing.
• Conduct regular performance reviews and provide ongoing feedback.
• Create a high-energy, positive sales culture that fosters teamwork and accountability.
• Implement incentive and recognition programs to motivate staff.
• organize staffing, including shift patterns and the number of staff required to meet the set targets
• Take ownership of the entire sales cycle, from working with leads to successful loan issuance within your team.
• Analyse call centre/telesales reports and metrics; identify performance gaps; implement improvement plans.
• Monitor performance through KPIs: number of calls, leads generated, conversion rate, average loan size, repayment performance, attrition, customer satisfaction.

3. Operations & Execution.

• Oversee day-to-day telesales operations, including call management, lead assignment, and conversion tracking.
• Work with the data and marketing teams to segment customer databases and optimize lead generation.
• Maintain data integrity in the CRM or telesales system; ensure accurate tracking of leads, prospects, deals, follow-ups and outcomes.
• Analyze call data and sales reports to identify trends, challenges, and improvement areas.
• Develop and execute the telesales strategy aligned with the company’s microfinance goals (loan book growth, customer acquisition, retention, cross-sell).
• Prepare monthly bonuses reports for the team members based on their target achievements.
• Collaborate with marketing, product, credit/risk, operations and IT teams to ensure seamless process from lead generation, credit assessment, disbursement, to customer service.

4. Customer Experience & Quality Assurance.

• Ensure that all customer interactions adhere to company quality and service standards.
• Ensure customer service quality: escalation of complex/unhappy customer calls, ensure resolution and feedback loop.
• Work with the credit and operations teams to improve loan processing turnaround time.

5. Reporting & Analysis.

• Prepare periodic management reports, dashboards, insights & recommendations for senior leadership.
• Track KPIs such as conversion rates, call quality, customer satisfaction, and revenue per agent.
• Provide actionable insights to senior management on market trends and customer behavior.
• Stay updated on market trends in microfinance, competition, customer behaviour and tele-sales effectiveness.

Qualifications and Requirements:

• Bachelor’s degree in Business, Sales and Marketing, Finance or related field (or equivalent experience).
• Minimum 5 years’ experience in telesales, with at least 2 years in a supervisory or managerial role, preferably within microfinance, banking, fintech, or telecom or banking.
• Experience managing a telesales team and delivering against targets.
• Strong knowledge of credit/loan products, customer acquisition, microfinance operations is a plus.
• Excellent leadership, coaching and people-management skills.
• Strong analytical skills, comfortable with metrics, dashboards, reporting.
• Excellent communication (verbal and written) and interpersonal skills.
• Good ICT literacy – CRM systems, MS Excel, tele-phony systems.
• Knowledge of the Kenyan microfinance regulatory environment, KYC, AML, responsible lending preferred.
• Ability to work in a dynamic, fast-paced environment, handle pressure and meet deadlines.
• Integrity, high ethical standards and customer-centric mindset.