Passenger Service Supervisor

GRUPO EULEN USA•Brownsville, FL

9h•Onsite

About The Position

The Passenger Service Supervisor is responsible for overseeing the planning, organization, and development of operations. This role ensures adequate staffing levels to meet service standards, manages employee schedules, and conducts daily operational reporting. The supervisor is also tasked with maintaining a safe and secure working environment, addressing performance issues, and coaching team members to enhance skills and customer experience. Collaboration with other departments is key to ensuring high levels of customer service, and adherence to contractual obligations and budget is paramount. The role also involves investigating and reporting incidents, ensuring compliance with aviation and operational policies, and performing other assigned duties.

Requirements

High school diploma or GED
Valid driver’s license
Minimum 3+ years in Customer Services experience.
Must be able to fluently speak, read, and write in English.
Knowledge of TSA, CBP, and Aviation procedures and regulatory requirements for baggage security, dangerous goods, and baggage handling procedures.
Must pass a criminal background check as well as a drug screen prior to employment.
Must have schedule flexibility for the weekend, holiday, and night shifts.
Must be able to stand, lift, bend, push, and pull for extended periods of time.
Must be willing to work outside in all types of weather and elevated noise levels within the airport environment.
Must be very organized, with strong attention to detail; must stay on top of paperwork.
Strong computer skills including Microsoft Office, especially Word, and Excel.

Nice To Haves

Bilingual is a plus.
The ability to work and communicate with all levels of Operations and management.
Should possess a work style and conduct that is approachable and hospitable, while motivated to achieve results.

Responsibilities

Supervises the planning, organization, and development of the operation.
Ensures that staff levels are maintained to meet the standards of internal/external service level/quality assurance, and reports to Sr Manager if additional staffing is required.
Manage employee schedules.
Complete and submit a Daily Tour Report on employee attendance, productivity, and daily operations.
Daily inspection of all working areas.
Monitor the safety and security of the operation at all times.
Address performance problems through a corrective action plan and dismissal.
Conduct daily briefings with team members to ensure productivity and compliance.
Promote an environment of mutual respect and trust between team members.
Coach and mentor team members in skill development, exceeding customer experience and company culture behaviors, policies, and procedures.
Work in conjunction with other departments to ensure a high level of customer service.
Guarantees the delivery of the service to the airlines/airports in accordance with the contracts and within the agreed budget level.
Guarantees immediate notification to Senior Management and the Director, of the Safety and Compliance Corporation is notified of any audit and current or pending results.
Investigate and report all accidents, incidents, and irregularities, including accidents/incidents related to work, passenger incidents involving employees of Eulen America, and damage to property and/or the passenger's and complete Incident Reports for an issue, incident, injury of any customer or team member.
Know all Aviation and Operational policies and procedures.
Other duties as assigned.