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 Remain in a stationary position (standing or sitting) for extended periods Move about the airport terminal and ramp areas to monitor operations and assist employees Frequently communicate with passengers, agents, and airline personnel; must be able to speak, listen, and respond clearly Constantly operate a computer, handheld device, radio, and standard office equipment Occasionally lift, carry, push, or pull baggage, equipment, or supplies up to 50 pounds Walk moderate to long distances throughout the shift, including stairs and inclines Reach overhead and below waist level, bend, stoop, kneel, and crouch when necessary Work in environments that may include exposure to noise, weather conditions, and temperature variations (if ramp access is required) Maintain regular and punctual attendance, consistent with ADA, FMLA, and other applicable standards Travel to other locations or terminals as needed to support operations 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 with company match! 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.