Passenger Service Lead

Essential Duties and Responsibilities:

• Co-ordinate, monitor and support the Passenger Services team.


• Assist Passenger Service Agents in their assigned areas to ensure Agents are performing their duties in a professional, safe and efficient manner, according to Company/Carrier’s standards.


• Ensure a smooth operation through co-ordination between department and agencies to achieve a safe on-time operation


• Monitor, evaluate and recommend training needs as required to ensure the quality and competence of employees is maintained.  Maintain training records for Agents.


• Attend to the day to day administration, i.e. ordering supplies, improving staff procedures and communications, and investigating problems/delays.


• Liaison with Carriers’ representatives to ensure their requirements and standards are being met


• Assist in maintaining staff morale and have clear and open communication with staff


• Cover any manpower shortages and/or assist whenever necessary


• Other duties as assigned

Required Skills:

• Must be 18 years of age and have a High school diploma, GED or equivalent work experience


• One year college certificate or technical school, six months related experience or equivalent combination of education and experience


• Ability to supervise up to 10-15 passenger service agents


• Must be able to pass all pre-employment testing to include drug testing and a physical


• Ability to safely lift up to 70 lbs.


• Must maintain a valid state driver’s license


• Must be able and flexible to work variables shifts including weekends and holidays.