Customer Service Sales Team Lead

About the role

Jumia is seeking a dynamic Customer Service Sales Team Lead to manage and motivate a group of 15‑20 agents. You will be responsible for driving sales performance, ensuring high service quality, and aligning the team’s activities with broader commercial objectives.

Key responsibilities

• Lead, coach and develop a team of 15‑20 CS sales agents, setting clear performance standards.
• Build weekly schedules based on call volume forecasts and commercial targets.
• Handle absence coverage to maintain seamless service continuity.
• Conduct one‑on‑one performance reviews, coaching sessions and career development discussions.
• Monitor daily sales KPIs (GMV, orders, conversion rate, AHT, etc.) and service KPIs (CSAT, resolution rate, SLA).
• Produce regular performance reports using Power BI and Sprinklr dashboards.
• Identify performance gaps, perform root‑cause analysis and implement corrective action plans.
• Collaborate with Marketing and Commercial teams to align CS sales initiatives with campaigns.
• Oversee onboarding, training and upskilling of agents on scripts, Salesforce CRM, Sprinklr and outbound sales techniques.

Required profile

• Bachelor’s to Master’s degree in Business, Management, Marketing or a related field.
• Minimum 2 years of experience in Customer Service or Sales, including at least 1 year in a supervisory role.
• Prior experience in e‑commerce or a call‑center environment is a strong advantage.

Required skills

• Salesforce CRM
• Sprinklr
• Power BI