Overview
Swissport is a global aviation services provider offering Ground Handling, Cargo Handling, and Passenger Services to over 300 million passengers annually. The PMR Lead Agent provides and supervises all required Passenger with Reduced Mobility (PMR) services in accordance with customer contracts, regulatory requirements, and Swissport standards, ensuring safe, dignified, and efficient assistance from arrival to departure.
Swissport's core values are Show You Care, Do the Right Things, and Win as a Team.
Your Activities
- Supervise and control PMR staff assignments, including attendance, reporting, absences, overtime, and compensation
- Plan, deploy, and optimize PMR resources by preparing rosters in line with customer agreements and operational requirements
- Coordinate PMR assistance services for arrivals, departures, transfers, and transit passengers to ensure timely and safe handling
- Monitor and manage staff performance, promote an open feedback culture, and ensure required training is delivered and maintained
- Ensure full compliance with Swissport corporate safety, security, and quality procedures, as well as applicable aviation and regulatory standards
- Ensure PMR services are delivered with dignity, respect, and professionalism, meeting or exceeding customer and passenger expectations
- Maintain up-to-date company, customer, and regulatory manuals and documentation related to PMR operations
- Ensure clear and consistent communication at all levels through staff briefings, shift handovers, one-to-one meetings, and completion of required reports
- Ensure compliance with Swissport SOPs, policies, and local airport procedures related to PMR handling
- Coordinate with Ramp, Passenger Services, Operations Control, airlines, and airport authorities to ensure smooth operations
- Resolve operational issues, passenger complaints, conflicts, and irregularities, taking appropriate corrective actions
- Implement, monitor, and support the local emergency and contingency plans related to PMR operations
- Act as a role model by motivating, engaging, and inspiring PMR staff to deliver the highest standard of passenger care and service excellence
Your Profile
- Bac or Niveau Bac +2 or equivalent
- Minimum 3 years of experience as a Ramp/PMR Services Agent
- Radiocommunication and phonetic alphabet
- SPI, security, and DGR standards and procedures
- Commitment to continuous improvement
- Self-motivated
- Attentive to detail and team player
- Must be able to follow instructions and work safely within limited time frames
- Ability to work under pressure
- Ability and willingness to work in inclement weather
- Flexible to work on various shifts (days, evenings, nights, weekends, and holidays)
- Leadership (lead position)
- Autonomy (lead position)
Equal Opportunity
Swissport believes in diversity, equal opportunity, and the power of its values to drive success. The company is committed to a workplace that fosters inclusion and considers all qualified applicants without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.
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