Customer Service Sales Team Lead

About the role

Jumia is seeking an experienced Customer Service Sales Team Lead to manage a high‑performing group of 15‑20 agents. You will drive sales performance, ensure service quality, and align the team’s activities with the company’s growth targets.

Key responsibilities

• Lead, motivate and develop a team of 15‑20 CS sales agents.
• Build weekly schedules based on call volume forecasts and commercial goals.
• Monitor daily sales KPIs (GMV, orders, conversion rate, AHT) and service KPIs (CSAT, resolution rate, SLA).
• Produce performance reports using Power BI and Sprinklr dashboards.
• Identify performance gaps, conduct root‑cause analysis and implement corrective actions.
• Partner with Marketing and Commercial teams to align sales initiatives with campaigns.
• Oversee onboarding, coaching, and continuous upskilling of agents on outbound sales techniques.

Required profile

• Bachelor’s or Master’s degree in Business, Management, Marketing or related field.
• Minimum 2 years experience in customer service or sales, with at least 1 year in a supervisory role.
• Prior experience in e‑commerce or call‑center environments is a strong advantage.

Required skills

• Power BI
• Sprinklr
• Salesforce CRM