Passenger Service Lead Agent

About the role

Coordinate, monitor, and support the Passenger Services team to ensure smooth, safe, and on-time operations in accordance with Company and Carrier standards.

Responsibilities

• Assist Passenger Service Agents in their assigned areas to ensure duties are performed professionally, safely, and efficiently.
• Coordinate between departments and agencies to achieve safe, on-time operations.
• Monitor, evaluate, and recommend training needs to maintain employee quality and competence.
• Maintain training records for Agents.
• Handle day-to-day administration, including ordering supplies, improving staff procedures and communications, and investigating problems or delays.
• Liaise with Carriers’ representatives to meet their requirements and standards.
• Support staff morale through clear and open communication.
• Cover manpower shortages and assist as needed.
• Perform other duties as assigned.

Safety, Security, Wellbeing, and Compliance

• Take reasonable care of your own health, safety, and wellbeing, as well as that of others, in accordance with workplace health and safety rules.
• Adhere to the Company’s Substance Misuse Policy, which prohibits the misuse of alcohol and drugs; regular testing is conducted.

Requirements

• Must be 18 years of age with a High School Diploma, GED, or equivalent work experience.
• One-year college certificate, technical school, six months of related experience, or an equivalent combination of education and experience.
• Ability to supervise 10–15 Passenger Service Agents.
• Must pass all pre-employment testing, including drug testing and a physical.
• Ability to safely lift up to 70 lbs.
• Must maintain a valid state driver’s license.
• Flexibility to work variable shifts, including weekends and holidays.