Passenger Services Team Leader

Swissport KSA; Jazan Province; On-site; SAR 201,000 - 268,000; Full time

Job summary

Swissport KSA in Saudi Arabia seeks a first line leader for the Passenger Services Department. You will guide agents at check-in, MAAS and the boarding gate, ensuring on-time departures with minimal discrepancies and high passenger satisfaction.

You will lead, coach and develop the team, maintain SOP and KPI adherence, manage daily briefs, and coordinate with the PRM team for special handling requests while ensuring accurate reporting and safety compliance.

Qualifications

• Saudi National Only.
• At least three years experience as Passenger Service Agent.
• Passionate about customer service and relevant work experience.
• Leadership and people management skills.
• Proven ability in problem solving and decision making.
• Strong planning and organizing skills.
• Excellent English communication; Arabic is a plus.
• Commitment to continuous improvement.
• Good understanding of airport regulatory procedures.
• Flexible to work on various shifts (days, evenings, nights, weekends, holidays).

Responsibilities

• Provide first line leadership to the Passenger Services Department and guide employees in check-in, boarding and MAAS to ensure on-time departures with zero discrepancies.
• Lead, coach and motivate the team to meet department goals and KPIs.
• Ensure compliance with department SOPs and KPIs.
• Conduct daily staff briefings and allocate work to staff.
• Coordinate with PRM team for special handling requests.
• Manage terminal queue and ensure accurate reporting and logkeeping.
• Oversee post-flight paperwork, incident reports and safety/ security compliance.
• Investigate irregularities and report to Duty Officer and Passenger Services Manager.

Skills

Leadership

Customer service

Communication

Problem solving

Planning & organizing

Flexibility

Continuous improvement

Regulatory awareness

Job description

Swissport KSA in Saudi Arabia seeks a first line leader for the Passenger Services Department. You will guide agents at check-in, MAAS and the boarding gate, ensuring on-time departures with minimal discrepancies and high passenger satisfaction.

You will lead, coach and develop the team, maintain SOP and KPI adherence, manage daily briefs, and coordinate with the PRM team for special handling requests while ensuring accurate reporting and safety compliance.