Lead Agent Passenger Services

About the role

Join our Worldwide Flight Services family and contribute to the timely delivery of cargo shipment, luggage, business to customer delivery, and on-time flights while operating safely and securely. We perform at the highest level for our customers every day, and strive to be an exceptional leader in our industry with our teams of cargo, passenger, ramp handling, and technical service experts in 164 airport locations, 18 countries, and on 5 continents.

Responsibilities

• Guide and support passenger service agents in delivering safe, efficient, and customer-focused service.
• Assign, schedule, and monitor daily work to ensure timely and accurate completion.
• Demonstrate proper work methods and conduct on-the-job training.
• Lead crew meetings and communicate new or revised operational procedures.
• Observe and analyze work methods, providing feedback and escalating issues to management.
• Aid management with effective use of tools, equipment, and materials.
• Ensure compliance with company policies, safety standards, and site security procedures.
• Maintain staff, contractors, and visitors, reporting breaches or concerns as required.
• Provide leadership and guidance without administering discipline or discharge authority.

Requirements

• HS Diploma, GED or Equivalent.
• Previous operational experience required, preferably in Passenger Service.
• Demonstrates qualities of leadership, initiative, and judgment.
• Ability to work weekends (i.e., Friday, Saturday, Sunday), holidays, and days off.

Preferred Skills

• Excellent interpersonal and communication skills required.
• Ability to work under pressure.

Physical Requirements/Working Conditions

• Ability to lift, push, pull, and carry baggage or cargo up to 50 lbs regularly, and occasionally up to 75 lbs.
• Frequent standing, walking, and moving throughout the airport terminal or warehouse.
• Frequent bending, kneeling, stooping, and climbing stairs as needed to assist passengers and handle luggage.
• Ability to work in varying weather conditions, including extreme heat, cold, rain, and snow.
• Manual dexterity required for handling documents, operating computers, and using two-way radios.
• Ability to remain on your feet for extended periods (up to 8 hours or more during shifts).
• Clear vision and hearing required for monitoring flight information, responding to passengers, and ensuring safety compliance.

Perks & Benefits

• Access to DailyPay app for access to pay in advance.
• On-the-spot awards through the Awardco Platform including gift cards and more.
• Multiple options for both full and part-time employees for quality medical care.
• Travel discounts, pet insurance, discount shopping, and more through WFS Employee Extras.
• Wellness programs offered to all employees.
• 401k program offered for investment in your future.
• Opportunity for internal mobility and transfers available for career growth.

Company Information

Worldwide Flight Services (WFS) employs over 22,200 of the finest professionals in ground handling across a global network of more than 170 locations and 22 countries on five continents. We provide a full-service capability that includes Aviation cargo, Airline passenger, and Aviation ramp services. Our team of people is highly trained, highly skilled, and confident airport service professionals who are supported by local training and development. We are passionate, capable, and always willing to explore new opportunities presented by customers all over the world.

Equal Opportunity Employer

We are committed to employment equity and inclusion. We accept applications from all qualified individuals.