Supervisor, Passenger Services

About WFS

Join our Worldwide Flight Services family and contribute to the timely delivery of cargo shipment, luggage, business to customer delivery, and on-time flights while operating safely and securely. We perform at the highest level for our customers every day, and strive to be an exceptional leader in our industry with our teams of cargo, passenger, ramp handling, and technical service experts in 164 airport locations, 18 countries, and on 5 continents. Are you ready to take off on your next career with us?

Job Summary

The Passenger Service Supervisor oversees daily passenger operations to ensure efficient, safe, and customer-focused service delivery. The role leads a team of front-line agents, supports airline partners, and resolves escalated issues while maintaining compliance with all regulatory and company standards.

Responsibilities

• Supervise passenger service agents during check-in, boarding, baggage handling and arrival processes
• Ensure compliance with airline procedure, TSA regulations, and safety protocols
• Provide on-the-spot coaching and support to agents to ensure service standards are met
• Resolve customer complaints and operational issues in a timely and professional manner
• Coordinate with airline representatives, ramp, and other departments to ensure smooth flight operations
• Monitor staffing levels and adjust assignments based on flight schedules and operational needs
• Complete required reports, incident documentation, and shift logs accurately and on time
• Support training and onboarding of new passenger service agents
• Lead pre-shift briefings and communicate updates, policy changes, and safety alerts
• Promote a positive and productive work environment, modeling excellent customer service and teamwork

Minimum Requirements

• High School Diploma or GED
• 2+ years of experience in passenger services or customer-service related field
• 1+ year of supervisory or lead experience in an operational setting
• Strong verbal and written communication skill s
• Ability to work varied shifts, including nights, weekends, and holidays
• Proficient in Microsoft Office and airline systems
• Ability to obtain and maintain all required airport and airline security clearances
• Must be able to stand, walk, bend, and lift up to 50 pounds

Preferred Skills

• Associate or Bachelor's degree in Aviation, Business, or related field
• Prior experience working with a ground handling service provider
• Knowledge of airline - specific policies and procedures
• Experience handling irregular operations, customer escalations, or emergency response
• Bilingual or multilingual skills

Physical Requirements/Working Conditions

• Ability to lift 70 pounds.
• Ability to handle stress.
• Work in a high noise level environment.
• Work with minimal supervision.

Perks & Benefits

• Want your pay in advance? Access your pay when you need it through DailyPay app!
• Are you a top performer who thrives on recognition? On the spot awards offered through the Awardco Platform including gift cards and more!
• Need quality medical care? Multiple options for both full and part-time employees!
• Want WFS Employee Extras? Travel Discounts, Pet insurance, Discount Shopping & More!
• Looking to stay healthy and improve your life? Wellness Programs offered to all employees!
• Want to invest in your future? 401k program offered!
• Looking to grow and have a career with us? Opportunity for Internal Mobility and transfers available!

WFS is an equal opportunity employer committed to employment equity and inclusion. We accept applications from all qualified individuals.