Lead Passenger Service Agent

$43,680 - $43,680/Yr

Swissport Pty Ltd - Jamaica, NY

Full-time - Mid Level

Jamaica, NY

About the position

The Lead Passenger Service Agent at Swissport is responsible for overseeing and providing comprehensive passenger services in a fast-paced aviation environment. This role includes managing staff assignments, ensuring compliance with safety and security procedures, and maintaining high standards of customer service. The Lead Agent plays a crucial role in resource planning, staff training, and fostering a collaborative work culture to enhance the overall passenger experience.

Responsibilities

• Supervise/control staff assignments including reporting, absences, overtime and compensation for Turkish Airlines.
• Plan and deploy resources to ensure collective success by producing rosters in line with customer agreements and operational requirements.
• Develop an open feedback culture by managing employee performance and ensuring delivery of training to the required standard.
• Ensure compliance with all Swissport corporate safety and security procedures to meet/exceed regulatory standards and deliver the desired customer service experience.
• Maintain up-to-date company and customer manuals and documentation.
• Build and maintain relationships with customers and airport authorities.
• Encourage consistency and collaboration through clear communication at all levels, including staff briefings and shift handover meetings.
• Ensure compliance with Swissport's SOPs and policies.
• Ensure maximum efficiency in the operation of inbound and outbound flights.
• Resolve conflicts and irregularities and take appropriate action.
• Responsible for maintenance of assigned equipment and materials.
• Implement and monitor the local emergency plan.

Requirements

• High School Diploma or equivalent.
• 3-5 years industry experience.
• 1-3 years managerial/supervisory experience.
• Ability to work in a team environment.
• Excellent organizational and planning skills.
• Excellent oral and written communication skills.
• Proficiency in Microsoft Office.
• Must be able to work in inclement weather.

Benefits

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Tuition reimbursement
• Vision insurance