Wheelchair Supervisor

Menzies Aviation•Kansas City, MO

16h•Onsite

About The Position

The Wheelchair Agent Supervisor is responsible for overseeing wheelchair assistance operations and supervising wheelchair agents to ensure passengers with mobility needs receive safe, timely, and professional service throughout the airport. This role manages staffing, operational performance, customer service standards, and compliance with airport and airline procedures.

Requirements

Must be 18 years of age or older
HS Diploma or GED
One (1) year of wheelchair assistance, customer service, hospitality, or airport operations experience
Minimum one (1) 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
Must be able to read, write, understand and carry out instructions in English
Must meet necessary requirements to obtain a security sensitive identification badge
Must be able to verbally direct in English
Must have good hearing and vision
Treat all information as confidential

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.