Passenger Service Supervisor Flynas ULH Station

About the Role

Swissport KSA is seeking a Passenger Service Supervisor for the Flynas ULH Station in Al Madinah, specifically covering operations in Al Ula and Medina. This full-time role involves providing first-line leadership and guidance to employees within the Passenger Services Department, ensuring excellent customer service at check-in counters, boarding gates, and MAAS for various airlines, all while adhering to regulatory compliance.

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).
• Conduct daily staff briefings, assign and distribute work, and review work for accuracy and completeness.
• Monitor attendance of all Passenger Handling staff, including Check-in and MAAS/PRM.
• Ensure cross-utilization of resources through reallocation and reassignment.
• Monitor and coordinate flight close-out processes as per Service Level Agreements (SLAs) and dispatch paperwork with the flight controller.
• Manage queues at the departure terminal to ensure seamless operations.
• 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 and in accordance with specifications and SLAs.
• Update reports for office equipment failures, discrepancies, and incidents.
• Ensure employee compliance with uniform, appearance, and personal protective equipment policies.
• Develop or modify work plans and determine work priorities for each shift.
• Develop performance improvement plans, document performance, and provide feedback to employees.
• Track stationery inventory and place orders for supplies as needed.
• Ensure proper coverage for deviations from daily operations, such as extra flights or charters.
• Investigate operational irregularities and submit reports/recommendations to management.
• Report occurrences, events, violations, and acts that may affect safety, security, and company reputation.
• Ensure accurate logging and inventory of support tools and report defects immediately.
• Ensure data capture and daily reports are accurate and promptly submitted using Swissport reporting tools.
• Generate a summary report of all terminal activities at the end of each shift.

Qualifications and Experience

• High School diploma.
• 5-10 years of relevant work experience in 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 literate, proficient in Office Word, Excel, and PowerPoint.
• Good understanding of regulatory and recommended procedures related to the airport environment.

Work Environment and Schedule

This role is based in Al Madinah, covering operations in Al Ula and Medina. The position requires flexibility to work various shifts, including days, evenings, nights, weekends, and holidays, to support continuous airport operations.

Application Information

Salary for this position will be disclosed during the recruitment process. Qualified candidates are encouraged to apply.