IND Wheelchair Supervisor

Menzies Aviation•Indianapolis, IN

8d•Onsite

About The Position

The Wheelchair Agent Supervisor oversees wheelchair assistance operations and supervises wheelchair agents to ensure passengers with mobility needs receive safe, timely, and professional service throughout the airport. The role manages staffing, operational performance, customer service standards, and compliance with airport and airline procedures. The stated shift is 1 p.m. to 9:30 p.m., Wednesday through Sunday. The supervisor is responsible for safety, security, wellbeing, and compliance at work, including taking reasonable care of their own health and safety and that of others in accordance with training and workplace procedures. The company prohibits misuse of alcohol and drugs and conducts regular testing to enforce its Substance Misuse Policy. The role is based in airport operational areas, including terminals, gates, security checkpoints, and baggage claim areas. It involves extensive walking and passenger interaction in crowded, high-traffic environments, and may require pushing wheelchairs and assisting passengers.

Requirements

Must be 18 years of age or older.
High school diploma or GED.
One year of wheelchair assistance, customer service, hospitality, or airport operations experience.
At least one year of lead or supervisory experience.
Excellent verbal and written communication skills.
Strong leadership, communication, and conflict-resolution skills.
Ability to work effectively in a fast-paced airport environment.
Ability to work flexible schedules, including nights, weekends, holidays, and overtime.
Ability to read, write, understand, and carry out instructions in English.
Must meet requirements to obtain a security-sensitive identification badge.
Must be able to verbally direct in English.
Must have good hearing and vision.
Ability to stand and walk for extended periods throughout shifts.
Ability to push wheelchairs and assist passengers as needed.
Ability to lift, push, and pull up to 50 pounds occasionally.
Ability to respond quickly to operational and passenger service needs.

Nice To Haves

Airline or airport operations leadership experience.
Knowledge of ADA compliance and passenger assistance standards.

Responsibilities

Supervise daily wheelchair assistance operations across airport terminals, gates, and baggage claim areas.
Assign work schedules, monitor staffing coverage, and coordinate service requests to ensure operational efficiency.
Ensure passengers requiring mobility assistance receive timely and professional service.
Monitor employee performance and provide coaching, training, and development to wheelchair agents.
Address escalated passenger concerns and resolve customer service issues professionally.
Coordinate with airline personnel, gate agents, dispatchers, and airport operations teams regarding passenger assistance needs.
Ensure compliance with airport safety procedures, TSA regulations, ADA guidelines, and company policies.
Monitor operational metrics, response times, and service quality standards.
Assist with hiring, onboarding, attendance management, and disciplinary actions when necessary.
Maintain accurate operational reports, staffing records, and incident documentation.
Respond quickly to irregular operations, including delays, cancellations, and high passenger volume situations.
Promote a safe, professional, and customer-focused work environment.
Ensure proper handling and maintenance of wheelchairs and mobility equipment.
Perform other duties as requested.
Take reasonable care of the health, safety, and wellbeing of oneself and others at work, following provided information, training, and workplace health and safety procedures.
Treat all information as confidential.