IAD Passenger Services Supervisor (Bilingual English/Spanish Required)

About the role

Passenger Service Supervisor leads, motivates, engages and inspires all staff to ensure the delivery of great customer experiences in line with Swissport procedures, policies and brand values.

Responsibilities

• Responsible for Quality, Health, Safety, and Environmental activities at the station with an objective of reducing employee injuries, aircraft, and equipment damage
• Lead by example in order to ensure we deliver consistently great customer experiences at every touchpoint
• Ensure available resources are used to the optimum level (monitor and control overtime payments)
• Support and identify training needs and where required train, coach and mentor the team
• Create and maintain a progressive, open feedback culture by managing the performance of employees
• Resolve all customer service challenges in a timely manner and assist in negotiations with new customers
• Strict implementation of Passenger Service budget
• Ensure compliance with all SOPs and policies in order to meet or exceed regulatory standards and deliver the desired customer service experience
• Ensure all safety and security processes and procedures are complied with at all times
• Manage and contribute towards change within the operational environment and maintain commercial awareness in identifying new business opportunities
• Any other duties that may be required

Requirements

• High School diploma or GED equivalent
• Passionate about customer service and must have relevant work experience
• Leadership and people management skills
• A proven ability to problem solving and decision making experience
• Planning and organizing skills
• Excellent communication skills (written and verbal) in country specific language
• Bilingual English/Spanish Required
• Commitment to continuous improvement
• Computer literate (Office Word, Excel, PowerPoint)
• A good understanding of all regulatory and recommended procedures that relate to the airport environment

Pay

$23.00 - $25.00/hourly

Benefits

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Tuition reimbursement
• Vision insurance