Wheelchair Supervisor

About the Role

The Wheelchair Agent Supervisor oversees wheelchair assistance operations and supervises wheelchair agents to ensure passengers with mobility needs receive safe, timely, and professional service throughout the airport. This role manages staffing, operational performance, customer service standards, and compliance with airport and airline procedures.

Responsibilities

• Supervise daily wheelchair assistance operations across airport terminals, gates, and baggage claim areas.
• Assign work schedules, monitor staffing coverage, and coordinate service requests to ensure operational efficiency.
• Ensure passengers requiring mobility assistance receive timely and professional service.
• Monitor employee performance and provide coaching, training, and development to wheelchair agents.
• Address escalated passenger concerns and resolve customer service issues professionally.
• Coordinate with airline personnel, gate agents, dispatchers, and airport operations teams regarding passenger assistance needs.
• Ensure compliance with airport safety procedures, TSA regulations, ADA guidelines, and company policies.
• Monitor operational metrics, response times, and service quality standards.
• Assist with hiring, onboarding, attendance management, and disciplinary actions when necessary.
• Maintain accurate operational reports, staffing records, and incident documentation.
• Respond quickly to irregular operations, including delays, cancellations, and high passenger volume situations.
• Promote a safe, professional, and customer-focused work environment.
• Ensure proper handling and maintenance of wheelchairs and mobility equipment.
• Perform other duties as requested.

Requirements

• Must be 18 years of age or older.
• High School Diploma or GED.
• One (1) year of wheelchair assistance, customer service, hospitality, or airport operations experience.
• Minimum one (1) year of lead or supervisory experience.
• Excellent verbal and written communication skills.
• Strong leadership, communication, and conflict-resolution skills.
• Ability to work effectively in a fast-paced airport environment.
• Ability to work flexible schedules, including nights, weekends, holidays, and overtime.
• Airline or Airport Operations leadership experience.
• Knowledge of ADA compliance and passenger assistance standards.
• Must be able to read, write, understand, and carry out instructions in English.
• Must meet necessary requirements to obtain a security-sensitive identification badge.
• Must be able to verbally direct in English.
• Must have good hearing and vision.

Work Environment

• Airport terminals, gates, security checkpoints, and baggage claim areas.
• Fast-paced environment with frequent passenger interaction.
• Requires extensive walking and movement throughout airport facilities.
• Exposure to crowded, high-traffic operational areas.
• Ability to stand and walk for extended periods throughout shifts.
• Ability to push wheelchairs and assist passengers as needed.
• Ability to lift, push, and pull up to 50 pounds occasionally.
• Ability to respond quickly to operational and passenger service needs.
• May be required to work weekends, overnight shifts, and holidays.

Safety and Compliance

You will have a responsibility and duty while at work to take reasonable care of the health, safety, and wellbeing of yourself and others in accordance with provided information, training, and workplace health and safety rules or procedures. The company prohibits the misuse of alcohol and drugs and enforces this through regular testing under its Substance Misuse Policy.