Lead Agent (OPERATIONS)

Essential Functions

• Monitor the timely and satisfactory completion of work assignments in accordance with Company and Client policies and procedures.
• Review daily schedules and assign breaks when needed.
• Have all the necessary information for the flights, including arrival and departure times and services requested.
• Ensure all employees follow security procedures for each entity, such as TSA, CBP, and any other airport entity where MGS operates.
• Follow up on client's requests (airlines and passengers).
• Report to the supervisor any issues related to the staff, such as tardiness, absenteeism, performance, conduct, or work-related accidents and incidents.
• Conduct on-the-job training.
• Make sure all the wheelchairs are accounted for and placed at the assigned location.

Competencies

• Teamwork
• Orientation
• Stress Management/Composure
• Ethical Conduct
• Good Communication
• Customer Service
• Leadership
• Supervisory Responsibility

Work Environment

• This job operates in a professional airport environment.
• This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.
• This position is very active and requires standing, walking, seating, and driving.
• The employee occasionally lifts and/or moves up to 70 pounds or more.

Physical Demands

• This position is very active and requires standing, walking, seating, and driving.
• The employee occasionally lifts and/or moves up to 70 pounds or more.

Required Education and Experience

• A high school diploma or GED.
• 1-2 years’ experience in customer service at an airport or similar entity.

Additional Eligibility Qualifications

• Pass a background check and drug test.
• Computer literacy in MS Office packages such as Word, Excel, and Outlook.
• Must be able to read, write, and speak English.
• Maintain a relationship with both employees and clients.
• Supervisors must have a good working knowledge of management practices and principles.
• Must be eligible for CBP seal and pass the criminal background check to obtain the airport ID.