Customer Service Sales Team Lead - Jumia (Full Time)

Responsibilities

• Lead and motivate a team of 15–20 CS Sales agents, setting a clear vision and maintaining high standards of performance and accountability
• Build and manage weekly schedules aligned with call volume forecasts and commercial objectives
• Handle absence coverage and ensure seamless continuity of service operations
• Conduct regular one-on-one sessions for performance tracking, coaching, and career development conversations
• Run structured periodic performance reviews and set clear improvement goals
• Monitor and drive daily Sales KPIs: GMV, Gross & Net Orders, Conversion Rate, OB Calls Reached Rate, OB AHT, and FTE/Headcount
• Own Quality & Service KPIs: CSAT %, Resolution Rate, and SLA targets across Inbound, Outbound, Live Chat, and WhatsApp Business
• Identify performance gaps in real time and implement rapid corrective actions
• Produce daily, weekly, and monthly performance reports using Power BI and Sprinklr dashboards
• Conduct root-cause analysis on underperformance and translate findings into actionable plans
• Report key trends, risks, and opportunities to the CS Manager with clear recommendations
• Define and execute action plans to meet or exceed GMV and Net Orders targets
• Design team challenges and incentive mechanisms to boost conversion performance
• Partner with Marketing and Commercial teams to align CS Sales initiatives with broader business campaigns
• Own the onboarding experience for new agents — covering scripts, Salesforce CRM, Sprinklr, and Jumia-specific processes
• Facilitate regular coaching sessions based on call listening, quality scores, and behavioral observations
• Upskill agents in outbound sales techniques, objection handling, and customer experience best practices
• Identify high-potential talent and build personalized development paths to support career growth

Requirements

• Bachelor's to Master's degree in Business, Management, Marketing, or a related field (Bac+3 to Bac+5)
• Minimum 2 years in Customer Service or Sales roles, including at least 1 year in a team management position
• Prior experience in e-commerce or a call center environment is a strong advantage
• Proven ability to lead, energize, and align large teams (15–20+ people) around shared goals
• Strong coaching mindset — you give feedback that actually changes behavior
• Clear and compelling communicator, able to adapt your style across agents, peers, and senior leadership
• Comfortable managing difficult conversations: performance gaps, absences, and team dynamics
• Fluent in e-commerce KPIs: GMV, Conversion Rate, Net Orders, CSAT, AHT, and SLA
• Hands-on experience with BI tools (Power BI preferred) and CRM/contact center platforms (Sprinklr, Salesforce)
• Comfortable working with data to draw insights, spot trends, and build action plans
• Open to and curious about AI tools and digital innovation in operations
• Results-driven — you don't just track numbers, you move them
• Highly structured and rigorous, able to manage priorities in a fast-paced, multi-channel environment
• Proactive and reactive: you anticipate issues and act decisively when they arise
• Team-first mentality with a genuine investment in the growth of the people around you

Benefits

• A unique experience in an entrepreneurial, yet structured environment
• A unique opportunity of having strong impact in building the African e-commerce sector
• The opportunity to become part of a highly professional and dynamic team
• An unparalleled personal and professional growth as our longer-term objective is to train the next generation of leaders