**About arenaflex**
arenaflex is a leading airline that operates with a commitment to excellence in customer service. As a Duty Manager for Airport Customer Experience Administration, you will play a vital role in leading a team of management and support staff to enhance customer service operations. With a focus on delivering exceptional experiences, arenaflex strives to exceed customer expectations and build lasting relationships. Join our team and be part of a dynamic organization that values innovation, teamwork, and customer satisfaction.
**Job Summary**
We are seeking an experienced Duty Manager to lead our Airport Customer Experience Administration team. As a key member of our operations team, you will be responsible for managing staffing, payroll, training, and team support while ensuring compliance and accountability. The successful candidate will have a proven track record of leading teams, developing schedules, analyzing operations, and implementing strategic initiatives to improve performance and drive results.
**Responsibilities**
As a Duty Manager for Airport Customer Experience Administration, your key responsibilities will include:
* **Developing and Managing Schedules**: Assist with developing, processing, and managing 3-5 main schedule bids per year to ensure optimal staffing levels and meet customer service demands.
* **Leading and Developing Teams**: Lead and develop a team of leaders responsible for planning and executing assignments through technology such as GSRealTime, ensuring seamless communication and collaboration.
* **Analyzing Operations**: Manage multiple software programs simultaneously to quickly analyze operations and determine the best course of action throughout the day, driving efficiency and productivity.
* **Solving Complex Staffing Situations**: Solve complex staffing situations to mitigate risks and drive results, ensuring compliance and accountability.
* **Collaborating with Leaders**: Lead and collaborate with Admin and Operations leaders to ensure resources are planned and applied where they are most needed, driving performance and results.
* **Strategic Thinking**: Think strategically, develop reports, and identify opportunities to improve processes to drive performance and customer satisfaction.
* **Communicating Procedural Changes**: Communicate procedural changes to Customer Service Managers and other team members, ensuring a smooth transition and minimal disruption.
* **Ensuring Compliance and Accountability**: Ensure compliance and accountability follow through and support as an escalation point, maintaining a high level of integrity and professionalism.
* **Developing Customer Service Managers**: Guide the development of Customer Service Managers, providing coaching and mentoring to enhance their skills and performance.
* **Identifying Trends and Opportunities**: Identify trends and team member developmental opportunities; design and implement methods to increase/improve performance, driving results and customer satisfaction.
* **Assisting with Interviews and Selections**: Assist with Customer Service Manager interviews and selections, ensuring the best candidates are selected for the role.
* **Soliciting Feedback and Ideas**: Solicit ideas and/or feedback from team members and accept accountability for follow-through, fostering a culture of open communication and collaboration.
* **Fostering Positive Relationships**: Foster positive relationships, drive engagement, and collaboration between allocators and frontline, as well as across departments, ensuring a cohesive and effective team.
* **Conducting Grievance Hearings**: Conduct grievance hearings and serve as a grievance hearing officer as necessary, maintaining a fair and impartial approach.
**Requirements**
To be successful in this role, you will need:
* **Bachelor's Degree in a Related Field**: A Bachelor's Degree in a related field or equivalent experience and/or training.
* **Airport Operational Background**: 2 years of airport operational background with experience in assessing manpower needs, administering bids, with a good understanding of staffing models.
* **Leadership and Motivation**: Ability to lead and motivate employees and work closely with both the Hub/Gateway and the union leadership teams.
* **Organization and Planning Skills**: Exceptional organization and planning skills, with attention to detail.
* **Strategic Thinking**: Ability to identify opportunities for improvement and implement strategic initiatives under time constraints.
* **Complex Problem-Solving**: Ability to digest complex fact scenarios and develop compelling business cases to support your position.
* **Presentation and Communication Skills**: Knowledge of presentation and communication skills - direct and persuasive as well as diplomatic.
* **Leadership and Interpersonal Skills**: Outstanding leadership and interpersonal skills.
* **Technical Skills**: Knowledge in Microsoft Excel, Outlook, PowerPoint, and Word.
* **Self-Motivation and Detail-Oriented**: Self-motivated and detail-oriented team player.
* **Excellent Interpersonal Skills**: Excellent interpersonal skills.
* **Ability to Perform in a Fast-Paced Environment**: Ability to perform in a fast-paced environment while maintaining a professional and effective approach in stressful situations.
**Nice-to-Haves**
* **Health Insurance**: Health insurance
* **Dental Insurance**: Dental insurance
* **Flexible Spending Account**: Flexible spending account
* **Employee Assistance Program**: Employee assistance program
* **Vision Insurance**: Vision insurance
* **Pet Insurance**: Pet insurance
* **401(k) Program**: 401(k) Program
* **Travel Perks**: Travel perks
* **Wellness Programs**: Wellness programs
* **Discounts on Hotels, Cars, Cruises, and More**: Discounts on hotels, cars, cruises, and more
**Why Join arenaflex?**
As a Duty Manager for Airport Customer Experience Administration at arenaflex, you will have the opportunity to work in a dynamic and fast-paced environment, leading a team of management and support staff to enhance customer service operations. With a focus on delivering exceptional experiences, arenaflex strives to exceed customer expectations and build lasting relationships. Join our team and be part of a organization that values innovation, teamwork, and customer satisfaction.
**How to Apply**
If you are a motivated and experienced professional looking for a new challenge, please submit your application, including your resume and a cover letter, to [insert contact information]. We look forward to hearing from you!
**Equal Employment Opportunity**
arenaflex is an equal employment opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and respectful work environment that values diversity, equity, and inclusion.