Passenger Service Lead

Menzies Aviation Careers•Charlotte, NC

About The Position

The Passenger Service Lead coordinates, monitors, and supports the Passenger Services team. The role helps ensure Passenger Service Agents perform their duties professionally, safely, and efficiently in accordance with company and carrier standards. It coordinates with other departments and agencies to support safe, on-time operations and liaises with carrier representatives to ensure their requirements and standards are met. The position also supports staff training and morale, maintains agent training records, and handles day-to-day administration such as ordering supplies, improving procedures and communications, and investigating problems or delays. The lead may cover staffing shortages or assist wherever needed. The role includes responsibility for taking reasonable care of personal and others’ health, safety, and wellbeing at work, following provided training and workplace procedures, and complying with the company’s Substance Misuse Policy, including regular testing.

Requirements

Must be at least 18 years of age.
High school diploma, GED, or equivalent work experience.
One-year college certificate or technical school, six months of related experience, or an equivalent combination of education and experience.
Ability to supervise up to 10–15 Passenger Service Agents.
Must pass all pre-employment testing, including drug testing and a physical.
Ability to safely lift up to 70 pounds.
Must maintain a valid state driver’s license.
Must be able and flexible to work variable shifts, including weekends and holidays.

Responsibilities

Coordinate, monitor, and support the Passenger Services team.
Assist Passenger Service Agents in their assigned areas and help ensure they work professionally, safely, efficiently, and in accordance with company and carrier standards.
Coordinate with departments and agencies to support safe, on-time operations.
Monitor and evaluate training needs, recommend training as required, and maintain training records for agents.
Handle day-to-day administration, including ordering supplies, improving staff procedures and communications, and investigating problems or delays.
Liaise with carrier representatives to ensure their requirements and standards are met.
Help maintain staff morale through clear and open communication.
Cover manpower shortages and assist whenever necessary.
Take reasonable care of the health, safety, and wellbeing of yourself and others, and follow provided information, training, and workplace health and safety rules or procedures.
Perform other duties as assigned.