We are looking for a Global Telesales Business Analyst to join our Customer Retention Team where progress, excellence, and humility are valued as highly as technical excellence.

As a Global Telesales Business Analyst, you'll be responsible for collecting, analyzing, and presenting data related to Telesales/Retention products & activities across all countries. You will be required to offer valuable insights to help standardize Campaign Reporting/Trackers, optimize performance and guide strategic decision-making. To succeed, you'll need great understanding of Telesales Campaign Management, strong analytical skills, data visualization, proficiency in data analysis tools, and excellent communication abilities to collaborate effectively with cross-functional teams.

You’ll develop and maintain campaign reports and dashboards to track key metrics like call volume, conversion rates, lead quality, and revenue generation. Your insights will be crucial in assessing performance and optimizing telesales strategies across all countries.

You’ll analyze telesales data, identify trends, and present findings to management while collaborating with telesales managers and reporting analyst in-market to deliver customized insights. Additionally, you’ll conduct ad-hoc analysis & training to address business challenges identified from your findings.

Working closely with IT and data operations teams, you’ll ensure automation, data accuracy, integrity, and consistency. You’ll also identify opportunities for process optimization and automation, streamlining reporting workflows and improving efficiency. Staying updated on industry trends and analytics tools will be key.

Beyond analysis, you’ll train the telesales management/analysts on reporting tools, helping them interpret data and make informed, data-driven decisions to enhance overall performance.

This is a hybrid role reporting to the Group Head of Retention Operations.

To excel in this role, you’ll need a Degree in Business Administration, Statistics, Economics, or a related field, along with 3+ years of experience in a Operations leadership, reporting, or analytics role, preferably in Telesales Campaigns or a Call Center environment. Focus on operations excellence based on business insights generated from data analysis.

Proficiency in Microsoft Excel, SQL, Tableau, or similar tools is essential, along with strong analytical skills to interpret data and provide actionable insights. You should have excellent communication and presentation skills to convey technical data to non-technical stakeholders.

Attention to detail, data accuracy, and the ability to manage multiple priorities in a fast-paced environment are key. Experience with CRM systems (e.g., Looker), telephony platforms, statistical analysis, and predictive modelling is required to drive data-driven decision-making.

Why M-KOPA?

At M-KOPA, we empower our people to own their careers through diverse development programs, coaching partnerships, and on-the-job training. We support individual journeys with family-friendly policies, prioritize well-being, and embrace flexibility.

Join us in shaping the future of M-KOPA as we grow together. Explore more at m-kopa.com.

Recognized four times by the Financial Times as one Africa's fastest growing companies (2022, 2023, 2024 and 2025) and by TIME100 Most influential companies in the world 2023 and 2024 , we've served over 5 million customers, unlocking $1.5 billion in cumulative credit for the unbanked across Africa.

Important Notice

M-KOPA is an equal opportunity and affirmative action employer committed to assembling a diverse, broadly trained staff. Women, minorities, and people with disabilities are strongly encouraged to apply.

M-KOPA explicitly prohibits the use of Forced or Child Labour and respects the rights of its employees to agree to terms and conditions of employment voluntarily, without coercion, and freely terminate their employment on appropriate notice. M-KOPA shall ensure that its Employees are of legal working age and shall comply with local laws for youth employment or student work, such as internships or apprenticeships.

M-KOPA does not collect/charge any money as a pre-employment or post-employment requirement. This means that we never ask for ‘recruitment fees’, ‘processing fees’, ‘interview fees’, or any other kind of money in exchange for offer letters or interviews at any time during the hiring process.

Applications for this position will be reviewed on a rolling basis. Shortlisting and interviews will take place at any stage during the recruitment process. We reserve the right to close the vacancy early if a suitable candidate is selected before the advertised closing date.