Ongoing Recruitment at SunCulture Kenya Ltd

Key Responsibilities

• Lead the end-to-end onboarding journey for new sales teams in your region by facilitating structured orientation, embedding SunCulture’s sales process, and ensuring agents are equipped to succeed within their first 30–60 days.
• Design and deliver a region-specific training strategy aligned to national sales goals, incorporating digital modules, live sessions, and field immersion — with continuous iteration based on agent performance trends.
• Use sales performance data (via BI and LMS) to build personalized training plans for field sales teams, with clear learning goals, field mentorship, and follow-up milestones.
• Own field coaching as a core function by conducting routine shadowing visits, modeling desired sales behaviors, and providing timely, actionable feedback to improve productivity and customer experience.
• Collaborate with Regional Sales Managers and Sales Team Leads to identify skills gaps, build targeted interventions, and co-own performance improvement for underperforming clusters.
• Support recruitment efforts by participating in assessments and agent interviews, ensuring selection criteria match field realities and competency expectations.
• Drive agent lifecycle management by engaging in retention check-ins, capturing training impact, and contributing to agent recognition and career growth conversations.
• Develop, digitize, and maintain training content on the Learning Management System (LMS), ensuring ease of access, completion tracking, and compliance with SunCulture standards.
• Champion systems adoption within the sales team by demystifying tools, supporting training needs, and driving field confidence in using SunCulture’s digital ecosystem.
• Track training budgets and resource usage, ensuring all activities are cost-effective, high impact, and aligned to SunCulture’s sales strategy and training philosophy.

Key Requirements

• Passionate about developing others’ capabilities and empowering those around you.
• Willing to gain experience in ‘doing’ what is being asked of others before learning how to train it.
• Effective communicator in front of small-medium sized groups of people.
• Comfortable with ambiguity and experience working in a dynamic environment.
• Have discretion in using budgetary allocations for the region and/or department
• Experience in solar/ off-grid pump systems would be an advantage.
• Experience working in a start-up would be an advantage.
• Experience training experientially would be an advantage
• Work experience as a sales agent is an added advantage

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Key Responsibilities:

• Answering a high volume of incoming phone calls and assisting customers with their inquiries or concerns.
• Resolving customer complaints or issues in a timely and efficient manner.
• Providing information to customers about products or services.
• Documenting customer interactions and transactions in a call center software or CRM system.
• Meeting or exceeding performance goals, such as call handling time or customer satisfaction.
• Keeping current with company and industry-related information to ensure accurate information is provided to customers.
• Identifying and escalating complex customer issues to a supervisor or manager as needed.
• Following up with customers to ensure their needs were met.
• Participating in training and development programs to improve skills and performance.

Qualifications:

• Bachelor's Degree, Diploma in Communication, Customer Relations, Public relations, or any relevant field. 
• At least 2 years experience working in a call center as a Customer Service Representative;
• Knowledge of call center terminology, applications, and metrics
• Hands-on, detail-oriented, and strong execution skills.
• Good communication skills, both written and spoken, with the ability to interact with customers professionally
• Independent thinkers who can thrive in a fast-paced dynamic environment.
• Have the ability to handle pressure, meet deadlines
• Be organized and be good in time management
• Basic computer skills.

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Key Responsibilities:

Sales & Revenue Leadership

• Lead the telesales team to consistently achieve and exceed monthly and quarterly sales targets.
• Drive improvements in lead-to-sale and appointment-to-sale conversion rates.
• Monitor team sales performance and identify opportunities to improve conversion at each stage of the sales funnel.
• Set daily and weekly performance expectations and ensure the team remains on track to achieve targets.
• Identify opportunities for upselling, cross-selling, and add-on sales.
• Monitor revenue and units sold per executive and take corrective action where performance is below expectations.
• Work closely with Sales, Marketing, Customer Experience, and other relevant teams to improve lead quality and conversion.

Lead Management & Pipeline Performance

• Ensure leads are contacted promptly and managed effectively throughout the sales cycle.
• Drive adherence to agreed lead response and follow-up SLAs, including 24–48-hour follow-up requirements.
• Monitor contact rates, call attempts, appointments, conversions, and lead ageing.
• Ensure no leads are unnecessarily left unattended, unworked, or without a defined next action.
• Analyze lead performance by source, campaign, product, agent, and customer segment to identify conversion opportunities.
• Provide feedback on lead quality and recommend improvements to lead allocation and targeting.

Team Performance & Coaching

• Lead, motivate, and develop a high-performing telesales team.
• Conduct regular one-on-one coaching, performance reviews, call listening, and side-by-side coaching sessions.
• Use call recordings, CRM data, QA results, and sales performance data to identify individual coaching opportunities.
• Develop targeted performance improvement plans for underperforming team members.
• Recognize and replicate best practices from high-performing sales executives.
• Build a culture of accountability, ownership, continuous improvement, and customer focus.
• Ensure new team members receive appropriate onboarding, product knowledge, sales process, and systems training.

Contact Center & CRM Management

• Ensure effective utilization of CRM and other telesales systems.
• Monitor key contact-center metrics including:
  • Calls made per hour
  • Contact rate
  • Average talk time
  • Follow-up adherence
  • Dialer abandonment rate
  • Lead response time
  • Agent productivity
• Ensure accurate and timely lead dispositions and customer information within the CRM.
• Maintain high standards of CRM data quality and ensure all customer interactions are properly documented.
• Monitor team adherence to work schedules, attendance, and productivity expectations.
• Identify system, process, and workflow challenges affecting telesales productivity and escalate or resolve them appropriately.

Customer Experience & Sales Quality

• Ensure the team delivers professional, accurate, and customer-centric sales interactions.
• Partner with Quality Assurance to monitor and improve call quality and sales compliance.
• Maintain agreed team QA and CSAT targets.
• Ensure sales executives accurately communicate product features, pricing, financing terms, payment obligations, and relevant customer information.
• Monitor customer complaints and escalations originating from telesales and implement corrective actions.
• Reduce sales cancellations, returns, and avoidable customer complaints through improved sales quality.

Reporting & Performance Analytics

• Prepare and present regular telesales performance reports covering sales, conversion, productivity, revenue, quality, and customer outcomes.
• Use data to identify performance trends, bottlenecks, and opportunities for improvement.
• Conduct daily and weekly performance reviews with the team.
• Develop and implement action plans to close performance gaps.
• Provide management with insights and recommendations on lead quality, campaign performance, sales productivity, and customer behavior.
• Maintain accurate forecasts of expected sales and pipeline performance.

Key Performance Indicators

Success in this role will be measured across the following areas:

Sales & Conversion

• Team sales target achievement
• Lead-to-sale conversion rate
• Appointment-to-sale conversion rate
• Units sold per executive
• Revenue generated
• Upsell, cross-sell, and add-on penetration

Activity & Productivity

• Calls made per hour
• Contact rate
• Average talk time
• Follow-up SLA adherence
• Lead response time
• Schedule and attendance adherence
• Dialer abandonment rate

Quality & Customer Experience

• QA score
• Customer Satisfaction (CSAT)
• Complaint and escalation rate
• Cancellation and return rate

People Leadership

• Coaching completion
• Individual agent performance improvement
• Team engagement and accountability
• Performance management of underperforming executives

Does this sound like you?

• Bachelor's degree in Business Administration, Sales, Marketing, Customer Experience, or a related field.
• 3+ years of experience in telesales, outbound sales, contact center, or call-center operations, with at least 1–2 years in a supervisory or team leadership position.
• Demonstrated experience managing and achieving sales and conversion targets.
• Experience managing outbound sales teams in a high-volume environment.
• Strong experience with CRM and contact-center/dialer systems
• Strong understanding of sales funnels, lead management, conversion optimization, and pipeline management.
• Demonstrated experience coaching and developing sales executives.
• Strong analytical skills and the ability to interpret sales and contact-center performance data.
• Experience working with performance dashboards and reporting tools is an advantage.
• Experience in PAYGo, fintech, financial services, solar/energy, telecommunications, FMCG, or other high-volume consumer sales environments is an advantage.

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Roles & Responsibilities

Recruitment and training.

•  Source, identify and recruit astute and goal-oriented sales agents who will be willing and capable of selling SunCulture products
•  Train, and onboard the sales agents to ensure they have all been set up for success  in bringing in sales and meeting the company KPIs

 Team Management

• Carry out daily and weekly check-ins with the teams to ensure there is maximum productivity
• Track Lead generation and selling processes of the sales agents
• Coordinate aftersales customer service to ensure brand strength

Sales

• Work closely with the Regional Sales Manager in developing and establishing clear sales KPIs meant to be exceeded by the sales agents
• Monitor and push for numbers closures when it comes to the sales targets on the selling of SunCulture commodities
• Establish a rapport with the clients and also the community in ensuring that all the clusters allocated are fully utilized and understand SunCulture products and brand

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Roles & Responsibilities

Procurement Management

• Source, negotiate, and purchase goods, materials, and services required for solar projects, ensuring cost-effectiveness and adherence to quality standards.
• Develop and maintain strong relationships with suppliers, vendors, and contractors to secure favourable terms, competitive pricing, and appropriate lead times.
• Coordinate with internal stakeholders, including project managers and engineers, to determine procurement requirements and specifications.
• Review purchase requisitions and create purchase orders in accordance with company policies and approved budgets.
• Monitor supplier performance and address issues or discrepancies relating to delivery, quality, pricing, and service levels.

Inventory Management

• Maintain accurate inventory records and monitor stock levels of solar equipment, components, and spare parts.
• Forecast demand for materials and supplies based on project schedules, operational requirements, and historical consumption patterns.
• Implement effective inventory control measures to minimize excess inventory, stock-outs, and obsolescence.
• Conduct regular inventory audits and reconcile discrepancies between physical counts and system records.
• Coordinate with warehouse staff to ensure the proper storage, retrieval, and distribution of inventory items.

Logistics Coordination

• Coordinate transportation and shipping logistics for incoming and outgoing shipments of solar products, equipment, and materials.
• Arrange freight services, carriers, and customs clearance for international shipments, ensuring compliance with applicable regulations.
• Track the movement of goods in transit and provide timely status updates to relevant stakeholders.
• Resolve logistics-related issues, including shipping delays, damaged goods, and documentation errors.
• Identify opportunities to optimize shipping routes and transportation methods to minimize costs and delivery times.

Compliance and Documentation

• Ensure compliance with procurement policies, procedures, and applicable regulatory requirements.
• Maintain accurate records of procurement transactions, contracts, purchase orders, and vendor agreements.
• Prepare and review shipping documents, customs declarations, and import/export documentation.
• Assist in resolving legal or contractual issues related to procurement and logistics activities.
• Perform additional responsibilities as assigned from time to time.