Swissport

Passenger Services Lead Agent

Ouarzazate

CDI / Temps pleinSur siteBac+2 (BTS / DUT / DEUG)Arabe, Anglais, FrançaisOpérationsTransport / Logistique

L’essentiel du poste

Résumé par Postule AI

Swissport seeks an experienced Passenger Services Lead Agent to supervise ground operations at an airport location. This full-time, on-site role requires leading a team in delivering passenger services including check-in, baggage handling, VIP services, and customer support. The ideal candidate has 3+ years of passenger services experience, multilingual abilities (Arabic/English/French), strong leadership skills, and the ability to manage operations under pressure while maintaining compliance with safety and regulatory standards.

Vos missions

  • Supervise staff assignments, manage reporting, absences, overtime, and compensation
  • Plan and deploy resources to create rosters aligned with customer agreements and operational needs
  • Manage employee performance, develop feedback culture, and deliver training to required standards
  • Ensure compliance with safety, security procedures, and Swissport SOPs to meet regulatory standards
  • Build relationships with customers and airport authorities through clear communication and coordination
  • Resolve conflicts, implement emergency plans, and optimize inbound/outbound flight operations efficiency

Profil recherché

  • You have proven leadership experience managing ground operations teams
  • You are fluent in multiple languages including Arabic, English, or French
  • You thrive in fast-paced, dynamic aviation environments with regulatory requirements
  • You are solution-oriented with strong problem-solving and communication skills
  • You demonstrate high integrity and commitment to safety and compliance standards

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Overview

Join Swissport, a global leader in aviation services handling over 300 million passengers annually. We provide Ground Handling, Cargo Handling, and Passenger Services with a mission to deliver consistent, tailor-made solutions for a better customer experience. We seek dedicated individuals who embody our core values: Show You Care, Do the Right Things, and Win as a Team.

Job Summary

As a Passenger Services Lead Agent, you will supervise and lead passenger services operations while delivering exceptional customer service. Your responsibilities include managing reservations, ticketing, baggage processing, check-in operations, VIP handling, and special passenger assistance, while motivating your team to maintain the highest service standards.

Main Responsibilities

  • Supervise and manage staff assignments, including reporting, absences, overtime, and compensation tracking
  • Plan and deploy resources to create rosters aligned with customer agreements and operational requirements
  • Manage employee performance, develop feedback culture, and deliver training to required standards
  • Ensure compliance with Swissport safety, security, and SOP procedures to meet regulatory standards
  • Build and maintain relationships with customers and airport authorities through clear communication
  • Resolve conflicts and irregularities, implement emergency plans, and optimize flight operations efficiency

Required Profile

  • Baccalaureate or Bac +2 level education or equivalent
  • Minimum 3 years' experience as a Passenger Services Agent
  • Fluency in Arabic, English, French, or other relevant languages
  • Strong written and verbal communication skills
  • Ability to work effectively under pressure in a dynamic environment
  • Ground operations expertise and solution-oriented mindset
  • High personal and professional integrity with flexibility in applying procedures

Why Join Us

At Swissport, we believe our people differentiate us from the competition. We are committed to diversity, equal opportunity, and fostering an inclusive workplace where all qualified applicants receive fair consideration regardless of background or status.

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