Supervisor Passenger Service Flynas MED Station

📣 إعلان

منذ ساعتين تقريبا

	نوع العقد	دوام كامل
	طبيعة الوظيفة	بالموقع
	الموقع	المدينة المنورة

وصف الوظيفة

About the Role

Swissport KSA is seeking a Supervisor Passenger Service for the Flynas MED Station in Al Madinah, Saudi Arabia. This full-time role involves providing first-line leadership and guidance to employees within the Passenger Services Department, ensuring excellent customer service and operational compliance. The supervisor will control all functions of the Passenger Services team during shifts, focusing on timely flight departures, accurate bag accounting, and achieving high customer satisfaction for both passengers and airlines.

Key Responsibilities

Perform all Passenger Service agent tasks in addition to supervisory duties.
Lead, inspire, and coach the team to meet and exceed departmental goals and Key Performance Indicators (KPIs).
Ensure compliance with Standard Operating Procedures (SOPs) and regulatory requirements.
Conduct Pre/Post Flight Editing and monitor attendance of all Passenger Handling staff.
Conduct daily staff briefings, assign work, review for accuracy, and provide recommendations to the Passenger Services Manager.
Ensure efficient resource utilization through reallocation and reassignment.
Monitor gate and transfer desk processes per flight in accordance with Service Level Agreements (SLAs).
Liaise and coordinate with the PRM team for special handling requests (WCHR/UM/DEPU).
Monitor and coordinate flight close-out as per SLAs and dispatch paperwork with the flight controller.
Manage queues at the departure terminal to ensure seamless operations.
Maintain professionalism in all communications (email, radio, telex, telephone).
Organize and manage resources during crisis situations such as flight disruptions, delays, or system breakdowns.
Ensure procedures established by each carrier are carried out professionally to meet or exceed service delivery targets.
Update reports for office equipment failures, discrepancies, and incidents.
Ensure employee compliance with uniform, appearance, and personal protective equipment policies.
Motivate staff and facilitate two-way communication within the department to promote efficiency.
Recommend changes in practices and procedures to increase operational efficiency.
Develop or modify work plans and determine work priorities for each shift.
Develop performance improvement plans, document performance, and formally evaluate employees.
Seek customer feedback for continuous improvement in service delivery.
Track stationery inventory and place orders for supplies as needed.
Ensure proper coverage for deviations from daily operations (*, extra flights, charters, delayed flights) and reconcile monies collected for ad-hoc services and excess baggage.
Finalize all post-flight paperwork and activities.
Hold debriefings with teams as required.
Investigate operational irregularities and submit reports/recommendations to the Duty Officer and Manager, Passenger Services.
Report occurrences, events, violations, and acts that may affect safety, security, and company reputation.
Ensure accurate logging and inventory of support tools (radios, mobile phones, tablets, WCHRs) and report defects immediately.
Ensure accurate and prompt submission of data capture and daily reports using defined formats or Swissport reporting tools (*, FSC, SOR, ******
Generate a summary report of all terminal activities after each shift.
Carry out additional duties as instructed by management.

Qualifications and Competencies

High School diploma.
Relevant work experience with a focus on customer service.
Demonstrated leadership and people management skills.
Proven ability in problem-solving and decision-making.
Strong planning and organizing skills.
Commitment to continuous improvement.
Computer literacy (Microsoft Office Word, Excel, PowerPoint).
A good understanding of regulatory and recommended procedures within the airport environment.
Flexibility to work various shifts, including days, evenings, nights, weekends, and holidays.