Senior Passenger Services Lead - Customer Experience & Ops

Swissport; Al-Qassim Province; On-site; SAR 70,000 - 110,000; Full time

Job summary

Swissport is seeking first-line leadership in Passenger Services to guide agents at check-in counters, boarding gates, and MAAS while ensuring regulatory compliance and on-time departures with zero discrepancies. You will supervise shifts, coach staff, monitor KPIs, and coordinate with the PRM team to meet service delivery targets.

Additional responsibilities include monitoring attendance, conducting daily briefings, managing resources, and ensuring accurate reporting and logkeeping.

Qualifications

• Passionate about customer service and must have relevant work experience.
• Leadership and people management skills.
• A proven ability to problem solving and decision making experience.
• Planning and organizing skills.
• Excellent communication skills (written and verbal) in English, Arabic in addition is an advantage.
• Commitment to continuous improvement.
• A good understanding of all regulatory and recommended procedures that relate to the airport environment.
• Flexible to work on various shifts (days, evening, nights, weekends, and holidays).

Responsibilities

• Perform Passenger Service agent tasks and supervisor responsibilities.
• Lead, inspire and coach team to meet department goals.
• Ensure KPI and SOP compliance.
• Conduct Pre / Post Flight Editing.
• Monitor attendance of all Passenger Handling staff.
• Conduct daily staff briefings and allocate work.
• Ensure cross utilisation of resources and proper queue management.
• Liaise with PRM team on special handling requests.
• Monitor gate and transfer desk processes per flight and SLA.
• Coordinate flight close-out and dispatch paperwork with flight controllers.
• Ensure daily reports and data capture are accurate.
• Generate a summary report after each shift.
• Carry out additional duties as instructed by management.

Skills

Leadership

Customer service

English fluency

Arabic language

Problem solving

Planning

Team motivation

Job description

Swissport is seeking first-line leadership in Passenger Services to guide agents at check-in counters, boarding gates, and MAAS while ensuring regulatory compliance and on-time departures with zero discrepancies. You will supervise shifts, coach staff, monitor KPIs, and coordinate with the PRM team to meet service delivery targets.

Additional responsibilities include monitoring attendance, conducting daily briefings, managing resources, and ensuring accurate reporting and logkeeping.