Duty Manager

Belgrade, Serbia
Full Time

The Duty Manager role plays a pivotal role in ensuring smooth day-to-day operations while driving customer satisfaction, continuous improvement, and successful delivery of projects and system configuration changes.

Our benefits

Hybrid working
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Career growth

Job Description

The Duty Manager plays a critical role in managing and supporting the performance of the support agents. The Duty Manager role plays a pivotal role in ensuring smooth day-to-day operations while driving customer satisfaction, continuous improvement, and successful delivery of projects and system configuration changes. This position involves managing team performance, overseeing projects, and fostering strong collaboration across departments to achieve organisational goals.

About Ink

Ink is an innovative IT company based in sunny Alicante, Spain. The company's diverse product portfolio delivers Passenger Service technology for the travel industry across three channels - Desktop, Mobile and Self Service - from our Cloud Platform.

We provide mission-critical products and services to several international aviation clients and our systems have handled over 50 million passengers for over 100 airlines in airports all over the world.

Our team thrives on the adrenaline of competing against billion-dollar companies using our ingenuity and relying on our desire to out-innovate them.

Job Responsibilities

  • Respond to customer tickets and address issues promptly and accurately.
  • Train Support Agents and organise their workload, ensuring efficient task allocation.
  • Actively mentor and assist support agents in resolving daily issues.
  • Manage communication between Support Agents and different departments.
  • Monitor team performance and ensure adherence to KPIs and SLAs within their designated timezone.
  • Handle workload handovers and cover escalations within the designated timezone.
  • Identify areas for improvement, resolve blockers, and optimise daily operations.
  • Collaborate with Support Agents and the Chief Operating Officer (COO) to implement process enhancements.
  • Exemplify and promote adherence to the code of conduct.
  • Foster a TEAM (Together Everyone Achieves More)-oriented environment, working closely with fellow Duty Managers.
  • Maintain a high standard of service quality and drive continuous improvement.
  • Facilitate knowledge sharing within the team and across other departments.

Experience and Qualifications

  • 3+ years of aviation operations leadership experience is required, with IT leadership experience a bonus.
  • Strong organisational skills, with the ability to manage multiple projects and tasks simultaneously.
  • Effective communication and problem-solving skills, capable of addressing client and team needs efficiently.
  • Proficiency with project management tools (e.g., Jira) and delivery methodologies.
  • Certification in project management (e.g., PMP, PRINCE2) is desirable.
  • Fluency in written and spoken English is essential.

This role is for an 18 Month contract with extended trips of a few weeks at a time that are essential for this role.

This role is ideal for someone who thrives in a leadership position, values teamwork, and has a passion for operational excellence and customer service.

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