Worldwide Flight Services (WFS) is seeking a Passenger Service Supervisor to oversee daily airport operations, ensuring efficient, safe, and high-quality service. In this role, you will lead a team of front-line agents, support airline partners, and resolve escalated issues while maintaining strict compliance with all regulations.
What You'll Do
- Supervise passenger service agents during check-in, boarding, baggage handling, and arrival processes.
- Ensure compliance with airline procedures, TSA regulations, and safety protocols.
- Provide on-the-spot coaching and support to agents to maintain service standards.
- Resolve customer complaints and operational issues in a timely and professional manner.
- Coordinate 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.
What We're Looking For
- High School Diploma or GED.
- 2+ years of experience in passenger services or a 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.
- Ability to obtain and maintain all required airport and airline security clearances.
- Must be able to stand, walk, bend, and lift up to 50 pounds.
Nice to Have
- Associate or Bachelor's degree in Aviation, Business, or a 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.
Technical Stack
- Microsoft Office
- Airline systems
Team & Environment
You will lead a team of front-line passenger service agents, driving daily operational performance.
Benefits & Compensation
- DailyPay app for early wage access.
- On the spot awards through Awardco Platform.
- Multiple medical care options for full and part-time employees.
- Travel Discounts, Pet insurance, Discount Shopping & More.
- Wellness Programs.
- 401k program.
- Opportunity for Internal Mobility and transfers.
Work Mode
This is an onsite position at the airport.
WFS is an equal opportunity employer committed to employment equity and inclusion. We accept applications from all qualified individuals.
