MCO Passenger Service Supervisor

Swissport International AG • Orlando, FL

9d

About The Position

The Passenger Service Supervisor leads, motivates, engages, and inspires staff to deliver great customer experiences in accordance with Swissport procedures, policies, and brand values. The role oversees quality, health, safety, and environmental activities at the station, aiming to reduce employee injuries and aircraft and equipment damage. It also involves optimizing resources, supporting team training and development, managing employee performance, resolving customer service challenges, and ensuring operational compliance and budget discipline.

Requirements

• High school diploma or GED equivalent.
• Relevant work experience and a passion for customer service.
• Leadership and people management skills.
• Problem-solving and decision-making experience.
• Planning and organizing skills.
• Excellent written and verbal communication skills in the country-specific language.
• Commitment to continuous improvement.
• Computer literacy, including Microsoft Word, Excel, and PowerPoint.
• Good understanding of regulatory and recommended procedures related to the airport environment.

Responsibilities

• Oversee quality, health, safety, and environmental activities at the station to reduce employee injuries and aircraft and equipment damage.
• Lead by example to deliver consistently great customer experiences at every touchpoint.
• Ensure available resources are used optimally, including monitoring and controlling overtime payments.
• Identify training needs and, where required, train, coach, and mentor the team.
• Promote an open feedback culture and manage employee performance.
• Resolve customer service challenges promptly and assist in negotiations with new customers.
• Implement the Passenger Service budget strictly.
• Ensure compliance with standard operating procedures and policies to meet or exceed regulatory standards and deliver the desired customer service experience.
• Ensure safety and security processes and procedures are followed at all times.
• Manage and contribute to operational change and maintain commercial awareness to identify new business opportunities.
• Perform other duties as required.

Benefits

• 401(k) with company match
• Health insurance
• Dental insurance
• Vision insurance
• Life insurance
• Paid vacation time
• Sick time
• Company-paid holidays
• Retirement plan
• Tuition reimbursement

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED