IND Wheelchair Supervisor

Menzies Aviation Careers•Indianapolis, IN

1d•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 scheduled shift is 1:00 p.m. to 9:30 p.m., Wednesday through Sunday. The position is based throughout airport terminals, gates, security checkpoints, and baggage claim areas. It involves frequent passenger interaction, extensive walking and movement, and work in crowded, high-traffic operational areas. The supervisor may need to stand and walk for extended periods, push wheelchairs, assist passengers, and occasionally lift, push, or pull up to 50 pounds. Weekend, overnight, holiday, and overtime work may be required. The role includes responsibility for personal and workplace safety and wellbeing, following applicable training and workplace safety procedures, and treating all information as confidential. Menzies Aviation prohibits alcohol and drug misuse and conducts regular testing under its Substance Misuse Policy. The company describes itself as an equal opportunity employer committed to an inclusive working environment.

Requirements

Must be 18 years of age or older.
High school diploma or GED.
At least 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.
Must be able to read, write, understand, and carry out instructions in English.
Must be able to verbally direct in English.
Must meet requirements to obtain a security-sensitive identification badge.
Good hearing and vision.
Ability to stand and walk for extended periods, push wheelchairs and assist passengers, and occasionally lift, push, and pull up to 50 pounds.

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 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 and follow provided information, training, and workplace health and safety rules or procedures.
Treat all information as confidential.