Call Center Team lead (Clean Cook Stoves)

Location: Kano, Nigeria

Job Type: Full-time

About atmosfair Climate & Sustainability Limited:

atmosfair Climate & Sustainability Limited (ACSL), the Nigerian subsidiary of atmosfair gGmbH, is driving large-scale climate action and clean energy access in Nigeria. From a modest annual production of 10,000 stoves, ACSL has now built the capacity to produce over 1 million stoves annually. With a central production plant in Kano and five assembly stations in Ibadan, Asaba, Keffi, Gombe, and Kebbi, ACSL can now serve the entire country, with additional facilities planned before the end of 2025.

ACSL is committed not only to providing clean cookstoves but also to advancing renewable energy, decarbonization, and rural livelihoods. To date, more than 100,000 Save80 stove units have been sold, and the company is working toward an ambitious goal of 40 million units by 2030. Each milestone contributes to reduced deforestation, improved health, and new economic opportunities across Nigeria.

Job Summary:

We are seeking a skilled Call Center Lead to lead the growth of our Save80 Clean Cook Stove across Nigeria. In this role, you will be responsible for overseeing all call center operations supporting stove sales, customer onboarding, installment tracking, and carbon verification processes. The role ensures high-quality customer engagement, agent performance, and accurate data capture aligned with carbon credit (MRV) requirements.

This is a chance to shape the commercial success of one of Nigeria’s most impactful clean energy products. Your work will not only grow ACSL’s market footprint but also help millions of households access affordable, energy-efficient cooking solutions.

If you are motivated by results and want to combine customer service success with meaningful social and environmental impact, we would like to meet you.

Role Summary

This position is central to improving sales conversion, strengthening customer retention, and ensuring audit-ready data capture to support sustainability and carbon reporting requirements.

Key Responsibilities

• The role will lead end-to-end call center delivery, including day-to-day operations management.
• Structured sales support to improve conversions.
• Systematic follow-up on customer payment plans and installment performance.
• Support verification activities by ensuring that customer records and field verification data meet monitoring, reporting, and verification (MRV) requirements.
• Responsible for team leadership, performance management, coaching, and continuous quality improvement.
• Take strong ownership of CRM data integrity, reporting routines, customer experience management, and issue resolution is required to maintain service standards and ensure operational reliability.

Key Performance Indicators (KPIs)

• Call Quality Score (QA compliance)
• Verification Completion Rate (MRV compliance)
• Customer Satisfaction Score (CSAT)
• Agent Productivity (Calls per agent/day)
• Collection Efficiency (measured through installment recovery rates)

Required Qualifications

• Bachelor’s degree in business administration, Marketing, or a related discipline.
• 3–5 years of relevant call center operations experience, preferably in fintech, telecommunications, or energy access.
• Demonstrated experience managing teams of approximately 10–30 agents is expected

• Strong working knowledge of CRM systems and Excel-based reporting is required.

Preferred Experience

Strong advantage will be given to candidates with experience in clean energy or carbon-linked projects (e.g., clean cookstoves), familiarity with MRV requirements, and proven exposure to installment-based sales models. Multilingual capability, including Hausa, Yoruba, or other relevant local languages, is highly beneficial.

Key Skills and Competencies

The successful candidate must demonstrate leadership and people management capability, strong sales and negotiation skills, data analysis and reporting discipline, effective customer relationship management, sound problem-solving judgement, and clear, professional communication.

Reporting Structure

You will report directly to the Head of Monitoring Dept., and the management team, partly based in Germany.

Working Days and Hours

Hybrid work may be required. Standard full-time work hours are 40 hours per week (Monday to Friday). Additional hours may be required to meet sales targets and could involve some weekend work. All extra hours will be appropriately compensated.

We Offer:

• Competitive salary commensurate with experience and performance-based incentives
• Opportunity to make a significant impact on climate change and rural development in Nigeria.
• Leadership role in a growing, mission-driven organization
• Professional development opportunities in the expanding field of sustainable energy solutions

Note: Women are strongly encouraged to apply for this position.

Join us in our mission to create a sustainable future for Nigeria and beyond!