Airport Passenger Services Dispatcher

Responsibilities

• Receive and prioritize wheelchair service requests from multiple airline partners operating at BNA.
• Monitor flight schedules, gate assignments, delays, diversions, and irregular operations (IROPs) within BNA terminals.
• Assign wheelchair agents strategically across concourses to maintain efficient coverage and minimize passenger wait times.
• Adjust staffing coverage during peak travel periods, special events, weather disruptions, and holiday travel.
• Track service completion times to ensure compliance with airline service level expectations.
• Serve as ABM’s primary coordination contact for airline gate agents, ticket counter staff, and BNA operations personnel.
• Provide real-time updates on service status and staffing coverage.
• Escalate operational challenges, passenger concerns, or safety issues to ABM leadership promptly.
• Maintain professional working relationships with airline station managers and airport stakeholders.
• Ensure all wheelchair services are delivered in compliance with ADA standards and ABM safety policies.
• Promote safe passenger handling techniques and proper equipment use.
• Monitor adherence to airport security and badging requirements.
• Report incidents, service irregularities, or safety concerns according to ABM and BNA protocols.
• Support supervisors with shift coverage planning and attendance tracking.
• Cook up assignments across BNA concourses to maintain balanced workload distribution.
• Aid in onboarding and training of new dispatch personnel as needed.
• Reinforce ABM’s culture of accountability, professionalism, and customer focus.
• Maintain daily dispatch logs and performance tracking records.
• Document service delays, complaints, and operational challenges.
• Assist management in preparing reports related to staffing levels and service metrics.

Qualifications

• A high school diploma or GED is required.
• Prior experience in airport operations, aviation services, logistics coordination, or customer service is preferred.
• Knowledge of Nashville International Airport (BNA) terminal layout and concourse operations is preferred.
• Strong organizational and multitasking abilities in a fast-paced environment are necessary.
• Proficiency in basic computer systems and dispatch software is required.
• Excellent communication and problem-solving skills are essential.
• The ability to work flexible schedules, including early mornings, evenings, weekends, and holidays, is required.