Passenger Services Agent Lead

About WFS

Join our Worldwide Flight Services family and contribute to the timely delivery of cargo shipment, luggage, business to customer delivery, and on-time flights while operating safely and securely.  We perform at the highest level for our customers every day, and strive to be an exceptional leader in our industry with our teams of cargo, passenger, ramp handling, and technical service experts in 164 airport locations, 18 countries, and on 5 continents.  Are you ready to take off on your next career with us?

Job Summary

The Passenger Services Lead supports daily airport operations by guiding a team of passenger service agents to deliver safe, efficient, and customer-focused service. This role includes assigning and monitoring work, training employees on proper procedures, and leading crew briefings to ensure smooth operations. The Passenger Services Lead is also responsible for observing performance, identifying issues, and excalating them to management when necessary. In addition, they help maintain compliance with company policies and site security requirements by monitoring activities and reporting concerns. 

Responsibilities

RESPONSIBILITIES

• Guide and support passenger service agents in delivering safe, efficient, and customer-focused service.
• Assign, schedule, and monitor daily work to ensure timely and accurate completion.
• Demonstrate proper work methods and conduct on-the-job training.
• Lead crew meetings and communicate new or revised operational procedure. 
• Observe and analyze work methods, providing feedback and escalating issues to management.
• Assist management with effective use of tools, equipment, and materials. 
• Ensure compliance with company policies, safety standards, and site security protocols.
• Monitor staff, contractors, and visitors, reporting breaches or concerns as required.
• Provide leadership and guidance
• Reports to work on a regular and timely basis.

Minimum Requirements

• HS Diploma, GED or Equivalent.
• Previous operational experience required, preferably Passenger Service.
• Demonstrates qualities of leadership, initiative, and judgment.
• Ability to work weekends (i.e., Friday, Saturday, Sunday), holidays, and days off.
• Must be able to read, write, speak and understand the English language.

Preferred Skills

• Ability to count money.
• Ability to judge distance.
• Excellent interpersonal and communication skills
• Must have ability to work under pressure.

Physical Requirements/Working Conditions

• Must be able to lift up to 50 pounds (31.9 kg).
• Ability to stand and walk for an eight-hour shift.
• Twist, turn, stoop, bend, reach, and grip while checking baggage throughout an eight-hour shift.

Perks & Benefits

• Want your pay in advance?  Access your pay when you need it through DailyPay app!
• Are you a top performer who thrives on recognition?  On the spot awards offered through the Awardco Platform including gift cards and more!
• Need quality medical care?   Multiple options for both full and part-time employees!
• Want WFS Employee Extras? Travel Discounts, Pet insurance, Discount Shopping & More!
• Looking to stay healthy and improve your life?  Wellness Programs offered to all employees!
• Want to invest in your future?  401k program offered!
• Looking to grow and have a career with us?  Opportunity for Internal Mobility and transfers available!

WFS is an equal opportunity employer committed to employment equity and inclusion. We accept applications from all qualified individuals.