Swissport

Passenger Services Lead Agent

Casablanca

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 for its Casablanca operations. This full-time, on-site role requires supervising passenger services staff, managing operations, and ensuring compliance with safety and customer service standards. The ideal candidate has 3+ years of passenger services experience, multilingual abilities, and strong leadership skills to motivate teams in a fast-paced aviation environment.

Vos missions

  • Supervise and motivate staff to deliver excellent passenger handling services and maintain customer relationships
  • Manage staff assignments, reporting, absences, overtime, and compensation
  • Plan and deploy resources to create rosters aligned with customer agreements and operational requirements
  • Ensure compliance with Swissport safety, security, and operational procedures
  • Conduct staff briefings, performance management, and training delivery to required standards
  • Resolve conflicts and irregularities while implementing and monitoring emergency plans

Profil recherché

  • You have proven leadership experience managing passenger services teams
  • You are multilingual and comfortable communicating in Arabic, English, and French
  • You thrive in fast-paced, dynamic aviation environments and can work under pressure
  • You are action-oriented with strong problem-solving and decision-making abilities
  • You demonstrate personal and professional integrity and align with team-based values

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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 staff, coordinating passenger handling services, ensuring safety and security compliance, and maintaining strong relationships with customers and airport authorities.

Main Responsibilities

  • Supervise and motivate staff to deliver excellent passenger handling services and maintain customer relationships
  • Manage staff assignments, reporting, absences, overtime, and compensation
  • Plan and deploy resources to create rosters aligned with customer agreements and operational requirements
  • Ensure compliance with Swissport safety, security, and operational procedures
  • Conduct staff briefings, performance management, and training delivery to required standards
  • Resolve conflicts and irregularities while implementing and monitoring emergency plans

Required Skills and Experience

  • Minimum 3 years' experience as a Passenger Services Agent
  • Strong written and verbal communication skills in Arabic, English, French, or other languages
  • Ground operations expertise and ability to work under pressure
  • Leadership capability to motivate, engage, and inspire teams
  • Action and solution-oriented mindset with ability to think dynamically and innovatively
  • Knowledge of passenger services processes including reservations, ticketing, baggage handling, and VIP services

Education and Qualifications

Bac or Bac +2 level education or equivalent qualification required.

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