We build full-service support teams that flex and scale monthly, enabling companies to deliver fast, high-quality support experiences, 24/7.
We operate out of 8 countries to deliver 24/7, fast resolutions for our clients. Our recruiting and management engine can deliver 200+ trained agents in one month.
Companies work with us to scale their support operation quickly while improving key metrics such as response to resolution, CSAT, NPS and revenue per customer.
Our service comes fully managed. We use a three part management system to ensure consistent high performance from all of our agents.
Job Description/Requirements
Influx is a fully remote, global leader in ‘Support as a Service,’ elastic, pay-as-you-go support teams. Influx is a fast-growing company with operations across the globe. We are passionate about efficiency in delivering customer support for our clients and we welcome others with the same passion for streamlining processes to join us.
Key Responsibilities
- Creating proactive plans and strategies to ensure your organization meet growth targets in all aspects, foreseeing potential obstacles and opportunities long before they arrive
- Setting the vision for the team and consistently delivering high-quality services for the client by ensuring the operation is running smoothly and continuously improved.
- Build and maintain a high standard organization team member by selecting people and testing their aptitude, manage, coach and develop a number of senior staff, with a focus on managing employee performance
- Establish critical success factors for the team and ensure the team has a plan in place to achieve the success factors.
- Accountable for exceeding profitability targets plus accurate and timely forecasting and reporting of progress variables.
- Motivate and empower teams to create a positive and creative culture for your team to collaborate, well perform, continue to learn and grow.
- Drive future growth by matching the career development forecasts to growth in sales and revenue to ensure there’s enough talent for growth needs.
- Liaising with other delivery directors to ensure continuous communication.
- Drive results collaboratively with other parties (HR, Sales, etc)
What we are looking for
- 7+ years experience in managing managers preferably in the logistics industry. A master’s degree is an added advantage.
- Strong leadership, communication, and interpersonal skills with the capability of leading direct and matrix teams in a fast-paced startup environment.
- Experience in a Customer Success, or similarly focused environment, would be beneficial but candidates displaying the right attributes will also be considered.
- Proven record in delivering an end to end multi-year transformation programs with multiple workstreams.
- Experience in turning ideas into services and delivering them into markets and managing them excellently.
- Experience working in a fast-paced and hands-on environment (experience in a start-up is an advantage)
- Knowledge of P&L management, forecasting process and activities, people management principles, professional development, progression planning, and talent management.
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The post Director of Delivery (Kenya) at Influx is republished from Jobs – Jobs in Kenya – http://jobwebkenya.com/
