The Passenger Service Agent Supervisor oversees daily passenger service operations to ensure exceptional customer service, safety compliance, and efficient airline operations.
QUALIFICATIONS
Must be 18 years of age or older HS Diploma or GED Two years of customer service or hospitality experience Minimum one year of supervisory experience Excellent verbal and written communication skills Strong leadership skills
PREFERRED REQUIREMENTS
Airline or Airport Operations experience
ESSENTIAL FUNCTIONS
Conduct training sessions on various topics such as customer service, technical skills, compliance, or product knowledge Manage the day-to-day operations within the primary area of responsibility for scheduling, staffing, managing daily budgeted hours, and limiting overtime Perform all duties of subordinate employees when necessary Ensure implementation of the Safety Management System (SMS) Implement a safety plan for the station Maintain Quality Assurance oversight for operational issues relating to performance and safety, providing suitable corrective and preventative actions where necessary Train and retrain all personnel in airline procedures, safety procedures, and company policies Maintain good employee relations Handle employee problems efficiently and effectively
Client Relations
Effectively communicate with senior airline management and project a positive image in responding to airlines staff and public inquiries Adhere to company policies and procedures and participate in achieving company objectives Monitor employee activity and adjust as needed Handle off-schedule operations when the Manager is not available Perform other duties as requested
PHYSICAL AND MENTAL DEMANDS
With or without reasonable accommodation, the position requires the physical and mental capacity to perform effectively all essential functions.
In addition to other demands, the demands of the job include:
• Treating all information as confidential • Possessing the tact to deal with all levels of employees and client representatives • Being able to sit, stand, lift, and/or bend throughout shift and climb stairs • Being able to lift, carry, and/or hold up to 50 lbs. • Physical exam may be required to confirm above • Must pass pre-employment and random drug test • DMV check may be required • Must be able to read, write, understand, and carry out instructions in English • Must meet necessary requirements to obtain a security-sensitive identification badge • Must be able to verbally direct in English • Must be a citizen of the United States or possess the necessary authorization from the Immigration and Naturalization Service (INS) • Must have good hearing and vision • 10-20 outside work • Work outside in all types of weather, including heat, rain, and cold • May be required to work weekends, overnight shifts, and holidays • May be exposed to occasional loud noise levels