Baggage Drop Agent Supervisor - BOS Airport

PrimeFlight Aviation Services•East Boston, MA

3d•Onsite

About The Position

The Baggage Drop Supervisor oversees daily baggage drop operations and supervises Baggage Drop Agents to ensure efficient, accurate, and customer-focused baggage check-in. The role provides operational leadership, coordinates staffing and workflow, monitors compliance with airline policies and safety regulations, and resolves escalated passenger concerns. It supports smooth airport operations, employee performance, and customer service in a fast-paced environment. The supervisor assigns and adjusts employee coverage according to passenger volume and operational needs; monitors baggage processing and policy compliance; trains and coaches employees; and coordinates with airline representatives, airport personnel, and security teams. The position also maintains operational records, supports scheduling and performance processes as assigned, and assists with baggage processing and passenger check-in during busy periods or staffing shortages. Work may involve indoor and outdoor environments, prolonged standing and walking, and exposure to moderate or high noise levels.

Requirements

Must be 18 years of age or older.
Must be legally authorized to work in the United States.
Ability to read, write, speak, and understand English, including written documentation.
Strong leadership, interpersonal, and relationship-building skills.
Excellent customer service, conflict resolution, and problem-solving abilities.
Ability to supervise, train, and motivate employees effectively.
Strong organizational and time management skills.
Ability to work in a fast-paced environment and manage multiple priorities.
Ability to use computer systems and learn airline-specific baggage processing software.
Ability to communicate effectively with employees, passengers, airline representatives, and management.
Ability to work flexible schedules, including weekends, holidays, and varying shifts, as required by operational needs.
Ability to lift up to 70 pounds.
Ability to stand and walk for prolonged periods in indoor or outdoor environments as applicable.
Ability to reach with arms, grasp with hands, push, pull, bend, stretch, squat, and kneel.
Ability to hear and respond to spoken voices and audible alarms.
Ability to perform tasks involving repetitive motions of the arms, wrists, hands, and/or fingers.
Required vision abilities include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.
Must be able to perform each essential requirement satisfactorily; reasonable accommodation may be made for individuals with disabilities.

Nice To Haves

Previous experience in airport operations, baggage handling, or airline customer service.
Previous supervisory or team leadership experience.

Responsibilities

Supervise and coordinate Baggage Drop Agents’ daily activities to ensure efficient and accurate baggage processing.
Provide leadership, guidance, and operational support to team members throughout assigned shifts.
Monitor compliance with company, airline, airport, safety, and security policies.
Assign daily responsibilities and adjust employee coverage based on passenger volume and operational needs.
Ensure passenger tickets, travel documentation, baggage tags, and luggage processing are handled accurately.
Monitor compliance with baggage policies, including weight restrictions, prohibited items, and special handling procedures.
Assist employees with complex baggage processing issues, oversized luggage, and special handling requirements.
Respond to and resolve escalated passenger concerns professionally and promptly.
Coordinate with airline representatives, airport personnel, and security teams to address operational challenges.
Train new employees on baggage drop procedures, airline systems, customer service expectations, and safety protocols.
Provide ongoing coaching, feedback, and performance guidance to Baggage Drop Agents.
Monitor employee attendance, punctuality, productivity, and adherence to procedures.
Identify operational inefficiencies and recommend improvements to service quality and passenger satisfaction.
Ensure baggage drop equipment, computer systems, and self-service kiosks function properly and report issues as necessary.
Maintain an organized, safe, and efficient baggage drop area.
Respond to baggage irregularities, discrepancies, and security concerns according to established procedures.
Assist with baggage processing and passenger check-in during high-volume periods or staffing shortages.
Communicate operational updates, procedural changes, and airline requirements to employees.
Prepare and maintain operational records, shift reports, and other required documentation.
Support management with employee scheduling, training, performance evaluations, and corrective action processes as assigned.
Ensure employees demonstrate professionalism, customer service, and effective communication skills.
Promote teamwork, accountability, and effective leadership.
Perform additional duties as assigned by management.