Supervisor, Passenger Services
Worldwide Flight Services (WFS) · Denver, CO · 2 wk ago
On-siteManagementFull-time
Job Summary
The Passenger Service Supervisor oversees daily passenger operations to ensure efficient, safe, and customer-focused service delivery. The role leads a team of front-line agents, supports airline partners, and resolves escalated issues while maintaining compliance with all regulatory and company standards.Responsibilities
- Supervise passenger service agents during check-in, boarding, baggage handling and arrival processes
- Ensure compliance with airline procedure, TSA regulations, and safety protocols
- Provide on-the-spot coaching and support to agents to ensure service standards are met
- Resolve customer complaints and operational issues in a timely and professional manner
- Cookordinate with airline representatives, ramp, and other departments to ensure smooth flight operations
- Monitor staffing levels and adjust assignments based on flight schedules and operational needs
- Complete required reports, incident documentation, and shift logs accurately and on time
- Support training and onboarding of new passenger service agents
- Lead pre-shift briefings and communicate updates, policy changes, and safety alerts
- Promote a positive and productive work environment, modeling excellent customer service and teamwork
Minimum Requirements
- A High School Diploma or GED
- 2+ years of experience in passenger services or customer-service related field
- 1+ year of supervisory or lead experience in an operational setting
- Strong verbal and written communication skills
- Ability to work varied shifts, including nights, weekends, and holidays
- Proficient in Microsoft Office and airline systems
- Able to obtain and maintain all required airport and airline security clearances
- Must be able to stand, walk, bend, and lift up to 50 pounds
Preferred Skills
- An Associate or Bachelor's degree in Aviation, Business, or related field
- Prior experience working with a ground handling service provider
- Knowledge of airline-specific policies and procedures
- Experience handling irregular operations, customer escalations, or emergency response
- Bilingual or multilingual skills
Physical Requirements/Working Conditions
- Ability to lift 70 pounds
- Ability to handle stress
- Work in a high noise level environment
- Work with minimal supervision
Perks & Benefits
- Access to DailyPay app for pay in advance
- On-the-spot awards through the Awardco Platform
- Multiple options for medical care
- Travel discounts, pet insurance, discount shopping, and wellness programs
- 401k program
- Opportunity for internal mobility and transfers