DVT Supervisor

Job Description

Job Description

Divesting Agent - Supervisor

Responsible for providing front-line leadership and operational support to Divesting Agents assigned to security screening checkpoints at Orlando International Airport (MCO).

In addition to performing the essential duties of a Divesting Agent, the Supervisor assists management with daily staffing assignments, employee coverage, break and lunch relief, assignment rotation, communication with TSA personnel, and maintaining efficient checkpoint operations.

The Divesting Agent – Supervisor serves as an important liaison between Divesting Agents, TSA personnel, and SEAS management. This position requires strong leadership, communication, judgment, professionalism, and the ability to remain calm and effective in a fast-paced airport environment.

The Supervisor is expected to lead by example , maintain high standards of customer service and professionalism, promptly communicate operational concerns, and support a safe, efficient, and orderly passenger screening process.

ESSENTIAL DUTIES AND RESPONSIBILITIESDivesting Agent Responsibilities

• Assist passengers at designated security checkpoints with preparing for the security screening process.
• Provide clear and courteous instructions regarding items passengers must remove from their pockets, bags, and belongings prior to screening.
• Provide, collect, and transfer inspection trays between the X-ray unit entrance and exit areas.
• Move passenger carry-on baggage and other items as necessary to maintain an efficient flow of passengers.
• Respond to passenger questions and provide professional guidance throughout the screening process.
• Assist passengers with special needs in a respectful, patient, and accommodating manner.
• Control terminal entry and exit points as directed by TSA or management.
• Maintain cleanliness and general housekeeping of assigned checkpoint areas.
• Interact professionally with passengers, airline personnel, TSA employees, airport personnel, and other stakeholders.
• Maintain situational awareness and composure in a high-pressure environment with frequent distractions, alarms, crowd noise, and changing operational conditions.
• Follow all applicable company, airport, TSA, safety, security, and checkpoint procedures.
• Immediately report safety, security, staffing, customer service, or operational concerns to the appropriate supervisor or management representative.

Supervisor Responsibilities

• Assist Operations Management with daily Divesting Agent staffing assignments and checkpoint coverage.
• Coordinate daily employee placement and assignment rotations in conjunction with operational requirements.
• Communicate with TSA managers and supervisors regarding staffing, relief schedules, assignment rotations, and operational needs.
• Coordinate and provide employee breaks, lunches, and other required relief coverage.
• Monitor assigned personnel to ensure employees are present, properly assigned, and performing their responsibilities.
• Serve as an additional point of contact for TSA Agents, TSA Supervisors, TSA Management, and other airport stakeholders.
• Support Operations Management in maintaining adequate staffing levels and minimizing disruptions to checkpoint operations.
• Assist with addressing routine employee questions and operational issues and escalate matters requiring management intervention.
• Reinforce company policies, procedures, customer service expectations, safety requirements, and professional standards.
• Assist management with identifying staffing shortages, attendance concerns, performance issues, and other operational challenges.
• Support the onboarding and development of newly assigned Divesting Agents.
• Assist with on-the-job training and provide guidance to employees regarding proper checkpoint procedures.
• Monitor adherence to established Standard Operating Procedures (SOPs) and immediately communicate deviations or concerns to management.
• Promote teamwork, accountability, professionalism, and a positive work environment.
• Maintain effective communication with management throughout the assigned shift.
• Complete required reports, logs, checklists, or other operational documentation as assigned.
• Serve as a role model for attendance, punctuality, appearance, conduct, customer service, and work performance.
• Escalate significant operational, safety, security, employee, or customer concerns directly to the Operations Manager or Contract Manager.
• Perform other duties and responsibilities as assigned.

LEADERSHIP EXPECTATIONS

The Divesting Agent – Supervisor is expected to:

• Lead by example at all times.
• Demonstrate professionalism and respect when interacting with employees, passengers, TSA personnel, and airport stakeholders.
• Maintain a visible and engaged presence in assigned operational areas.
• Communicate clearly, accurately, and professionally.
• Take initiative to identify and address routine operational issues.
• Maintain confidentiality and exercise sound judgment.
• Understand that the Supervisor supports operations but does not replace the authority or responsibilities of Operations Management.
• Escalate matters outside the Supervisor's authority promptly and appropriately.
• Promote a culture of safety, accountability, teamwork, and exceptional customer service.

CUSTOMER SERVICE

The Divesting Agent – Supervisor must consistently demonstrate exceptional customer service while maintaining operational efficiency and compliance with security screening procedures.

The position requires the ability to communicate with passengers from diverse backgrounds, including passengers who may be confused, frustrated, delayed, or unfamiliar with the screening process.

Employees must remain courteous, patient, professional, and composed, even during periods of high passenger volume or operational stress.

TRAINING REQUIREMENTS

The employee must successfully complete all required training before assuming independent duties, including:

• Required classroom instruction.
• On-the-Job Training (OJT).
• Company-specific orientation and operational training.
• Airport and checkpoint procedures.
• Customer service standards.
• Safety and security procedures.
• Applicable TSA and airport requirements.
• Supervisor-specific training, as applicable.

The employee must demonstrate competency in applicable Standard Operating Procedures (SOPs) before being assigned to active-duty responsibilities.

Supervisors may also be required to participate in refresher training and ongoing operational briefings.

QUALIFICATIONSRequired

• High school diploma or equivalent preferred.
• Previous experience in airport operations, customer service, security checkpoint support, transportation, hospitality, or a similarly fast-paced environment preferred.
• Demonstrated ability to communicate effectively with employees, customers, TSA personnel, and management.
• Ability to work effectively as part of a team while also taking initiative.
• Ability to remain calm and professional under pressure.
• Strong attendance, punctuality, and reliability.
• Ability to follow detailed instructions, procedures, and safety requirements.
• Ability to exercise sound judgment and appropriately escalate issues.
• Ability to work flexible schedules, including weekends and holidays.
• Ability to successfully complete all required training and background/security requirements.

Preferred Supervisor Skills

• Previous lead, supervisory, or team-lead experience.
• Experience coordinating employee assignments or staffing coverage.
• Experience working in an airport or other highly regulated environment.
• Strong organizational and problem-solving skills.
• Ability to prioritize multiple operational demands.
• Ability to coach and provide constructive feedback to employees.
• Ability to work effectively with government personnel, contractors, vendors, and other stakeholders.

PHYSICAL REQUIREMENTS

The employee must be able to perform the physical requirements necessary to safely perform the essential functions of the position, including:

• Standing and walking for extended periods.
• Bending, reaching, kneeling, and stooping.
• Lifting and moving inspection trays and passenger baggage as necessary.
• Pushing and pulling equipment or baggage as required.
• Repetitive physical movement throughout the workday.
• Working in environments with significant passenger traffic, noise, alarms, and other distractions.
• Maintaining alertness and situational awareness for extended periods.

Reasonable accommodations may be provided in accordance with applicable law.

WORK ENVIRONMENT

The position is performed primarily within the terminal and security checkpoint areas of Orlando International Airport.

The work environment may include:

• High passenger volumes.
• Frequent noise and announcements.
• Security alarms and other audible distractions.
• Changing operational conditions.
• Standing for extended periods.
• Interaction with passengers, TSA personnel, airline representatives, airport employees, and contractors.
• Periods of increased operational pressure, particularly during peak travel periods, holidays, and irregular operations.

WORK SCHEDULE

• Five days per week.
• Schedule may include mornings, afternoons, evenings, weekends, and holidays.
• Schedule may vary based on operational and contract requirements.
• Overtime may be required based on business and operational needs.

PERFORMANCE STANDARDS

Successful performance in this position will be evaluated based on, but not limited to:

• Attendance and punctuality.
• Professional appearance and conduct.
• Leadership and teamwork.
• Quality and accuracy of passenger assistance.
• Effective communication with TSA and management.
• Ability to maintain appropriate checkpoint coverage.
• Compliance with company, TSA, airport, and safety procedures.
• Ability to effectively manage routine operational issues.
• Timely escalation of significant concerns.
• Customer service performance.
• Ability to maintain composure and professionalism in a high-pressure environment.
• Demonstrated initiative, accountability, and reliability.

DISCLAIMER

This job description is intended to describe the general nature and level of work performed by employees assigned to this position. It is not intended to be an exhaustive list of all duties, responsibilities, qualifications, or requirements. Management reserves the right to modify, assign, or reassign duties and responsibilities as operational and business needs require.

 

1ST SHIFT: 3:45am to 11:45AM

2ND SHIFT: 4:45 TO 12:45PM